The Delivery Gap
Nick Marsh links to some damning evidence from a Bain study on customer-led growth. Only 8% of companies who believe they provide a superior experience have customers who agree. 72% are fooling themselves and 20% know their offering isn’t superior (the so-called service laggards).
Bain’s “Delivery Gap” chart is meant as an implicit defense of management consulting, but it also works pretty well as a rebuttal for people who attack the premise of service design. Why should designers try to design services and processes? Isn’t that just plain vanilla business? Can’t administrators and executives and policy wonks design these things themselves?
I need to get this chart laminated and keep it in my wallet.