Horizon CX

OCTOBER 2, 2023

The Experience Gap is Alive and Kicking The experience gap (delivery gap, Bain & Company, 2005) is well known: 80% of CEOs say they deliver great experiences, whereas only 8% of customers agree. And yet the experience gap is on full display across three dimensions: competence, supervision, and data.

Net Promoter Score 52

Net Promoter Score 2005 Retail NPS 52

SuiteCX

FEBRUARY 22, 2017

I became acquainted with the concept of moments of truth (MOTs) in my process-improvement work in 2005. Then, the definition was any interaction in the process that includes the “paying customer.” He was one of the first to suggest that value is co-created with the customer, and that products are better bundled as services.

Touchpoint 45

Touchpoint Definition Airlines Interaction 45

SuiteCX

FEBRUARY 22, 2017

I became acquainted with the concept of moments of truth (MOTs) in my process-improvement work in 2005. Then, the definition was any interaction in the process that includes the “paying customer.” He was one of the first to suggest that value is co-created with the customer, and that products are better bundled as services.

Touchpoint 40

Touchpoint Definition Airlines Interaction 40