Your Customers Are Angrier Than You Think — And Here’s How to Close the Gap
Let me share a statistic that should keep every leader awake at night. PwC’s 2025 Customer Experience Survey found that 9 out of 10 executives believe customer loyalty has grown over the past year. Only 4 in 10 customers agree. That is not a gap. That is a chasm. And organizations are making decisions — strategic decisions, investment decisions, staffing […]
