Harvard Business School’s Working Knowledge for business leaders often has some great articles in it.  This installment is no exception with a very helpful article by James Allen, Frederick F. Reichheld, and Barney Hamilton on what they’re calling The Three "Ds" of Customer Experience.

A recent study by Bain & Company found that "80 percent of companies believe they deliver superior customer experience, but only 8 percent of of their customers agree."  In the words of Dick Enberg, "Ohhhhhhh myyyyyyyyyy."  Can you imagine being that far off?

So what do we need to do about it?  Allen, Reichheld and Hamilton suggest that we need to:

  1. Design the right offers and experiences for the right customers.
  2. Deliver these propositions by focusing the entire company on them.
  3. Develop our capability to please customers again and again.

Check out the whole article here.


The Three “Ds” of Customer Experience