Assuming it matters (and it does), how do you find out? August 2026 In 2005 (yes, I know, a while ago, but bear with me), Bain asked 362 companies whether they delivered a superior experience to their customers, and 80% said yes. In contrast, when their customers were surveyed, only 8% agreed. Bain called the difference the "Delivery gap", and to many it's a striking finding. This article is about a related gap, where the differences between the value we think we are delivering and the...

I’ve had the privilege of working in the business world for many years, specifically focusing on company growth, building trust and...

And what has Elton John got to say about it Summary Elton John captured it. "We didn't all agree". On YouTube there are some...