Title: Online Articles on Management and Business

Author:

Section/SPIG: Health Administration

Issue Date:

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"The Three "Ds" of Customer Experience." By James Allen, Frederick F. Reichheld, and Barney Hamilton. Harvard Business School Working Knowledge, Nov. 7, 2005:
<http://hbswk.hbs.edu/item.jhtml?id=5075&t=marketing>.

Eighty percent of companies believe they deliver a superior customer experience, but only 8 percent of their customers agree, says Bain & Company. Here's how to repair the disconnect. From Harvard Management Update. What is your customer service? Is it important to know?