Why is this so difficult? 1. Companies focus on their neediest clients while neglecting their most valuable. 2. Lack of persistence and commitment to developing a deep understanding of client priorities and preferences and building strong relationships.
90
80
70
60
50
“Delivery Gap”
80
40
30
20
10
8
0
Companies that believe they provide a superior proposition
Companies whose customers agree
Bain and Company, 2005, n = 362
348
THE PRINCIPALS ACADEMY 2022
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