According to statistics provided by Bain and Co. in the Harvard Management Update, 80% of companies surveyed said that they offer superior customer service, but only 8% of their customers agreed with them. Ouch.
Good article overall, but this statistic definitely jumped at out at me. After a little searching, I found the source of this data point, which is a valuable read in and of itself.
My main criticism of this article is that it appears to be directed to Entrepreneurs, when it's just as true for all businesses.