Brands That Do Customer Service The Right Way

Brandwinners BRANDS THAT DO CUSTOMER SERVICE THE RIGHT WAY When it comes to building a successful brand, an unwavering dedication to making customers happy is an oftentimes forgotten but vital element. Earlier this year, Temkin asked 6,000 US consumers to rate their interactions with different brands and ranked them accordingly. Let's check out the brands that have cracked the formula to a satisfying customer service experience. Top 20 Brands The following list is based on the percent of consumers who rated the companies with "excellent" and "good" ratings. RANK COMPANY RATING 1. Amazon 81% 2. Kohl's 80% 3. Costco 79% 4. Lowe's 78% Amazon.com 5. Sam's Club 78% CUSTOMER SERVICE CHAMP In a Consumerist article titled, 6. BJ Wholesale Club 78% "Amazon Sends Best Customer Service E-Mail I Ever Received," it discussed 7. Walgreens 77% a story about a reader who sent a complaint to CEO Jeff Bezos regarding 8. Old Navy 76% a laptop promotion. Not only did Bezos ---... receive and read the email, he asked 9. Target 75% his executive customer relations rep to respond on his behalf to personally see 10. Rite Aid 74% to it that the problem was addressed. 11. JCPenney 74% 12. Marriott 74% 13. Wal-Mart 74% 14. CVS 74% KEY TEMKIN EXPERIENCE RATINGS: 15. Hyatt 73% EXCELLENT: 80% OR MORE GOOD: 70% TO 79% 16. Regions 73% OKAY: 60% TO 69% 17. Courtyard by Marriott 72% POOR: 50% T0 59% VERY POOR: LESS THAN 50% 18. Macy's 72% INDUSTRY 19. Home Depot 72% RETAILER НОTEL 20. USAA 72% ΒΑNK CREDIT CARDS Retail and Hotel Industries Reign Superior Because direct customer contact is necessary to their business, retailers and hotels have to make sure that their clientele receive a positive experience, and meet and exceed expectations every day. How does each industry stack up when it comes to their customer service ratings? RETAILERS НОTELS INVESTMENT FIRMS CREDIT CARD ISSUERS 74% 66% 63% 61% BANKS AIRLINES INSURANCE COMPANIES WIRELESS CARRIERS 61% 60% 59% 58% PERSONAL COMPUTER MAKERS INTERNET SERVICE PROVIDERS HEALTH PLANS TV SERVICE PROVIDERS 55% 53% 50% 50% Leaders of the Pack Every industry has its prize winner and these brands ranked the best in what they do: RETAILER INSURANCE INTERNET SERVICE amazon COX USAA НОTEL WIRELESS INVESTMENT FIRM Marriott TRACF@NE Vanguard ΒΑNK COMPUTER REGIONS AIRLINE CREDIT CARDS SOUTHWEST.COM TV SERVICE COX HEALTH PLAN USAA TRICARE Three Dimensions of Experience The consumers who took the survey were asked to rank the following elements of their customer service experience: FUNCTION x |ACCESS EMOTION COMPLETE FAILURE- VERY UPSET! TO TO COMPLETE SUCCESS- VERY TO Delighted♥ VERY DIFFICULT EASY ....... ---..................---........ Based on how well the brand Based on how easy it is to contact Based on how well the brand appealed served its clients' goals. and communicate with the brand. to their clients on an emotional level. WINNER: Costco WINNER: Kohl's WINNER: Amazon Highest Most Best Functional Accessible Emotional Experience Experience Еxperienee get satisfaction CREATED BY: SOURCES: 2011 TEMKIN EXPERIENCE RATINGS www.getsatisfaction.com COLUMN FIVE CONSUMERIST.COM Brandwinners BRANDS THAT DO CUSTOMER SERVICE THE RIGHT WAY When it comes to building a successful brand, an unwavering dedication to making customers happy is an oftentimes forgotten but vital element. Earlier this year, Temkin asked 6,000 US consumers to rate their interactions with different brands and ranked them accordingly. Let's check out the brands that have cracked the formula to a satisfying customer service experience. Top 20 Brands The following list is based on the percent of consumers who rated the companies with "excellent" and "good" ratings. RANK COMPANY RATING 1. Amazon 81% 2. Kohl's 80% 3. Costco 79% 4. Lowe's 78% Amazon.com 5. Sam's Club 78% CUSTOMER SERVICE CHAMP In a Consumerist article titled, 6. BJ Wholesale Club 78% "Amazon Sends Best Customer Service E-Mail I Ever Received," it discussed 7. Walgreens 77% a story about a reader who sent a complaint to CEO Jeff Bezos regarding 8. Old Navy 76% a laptop promotion. Not only did Bezos ---... receive and read the email, he asked 9. Target 75% his executive customer relations rep to respond on his behalf to personally see 10. Rite Aid 74% to it that the problem was addressed. 11. JCPenney 74% 12. Marriott 74% 13. Wal-Mart 74% 14. CVS 74% KEY TEMKIN EXPERIENCE RATINGS: 15. Hyatt 73% EXCELLENT: 80% OR MORE GOOD: 70% TO 79% 16. Regions 73% OKAY: 60% TO 69% 17. Courtyard by Marriott 72% POOR: 50% T0 59% VERY POOR: LESS THAN 50% 18. Macy's 72% INDUSTRY 19. Home Depot 72% RETAILER НОTEL 20. USAA 72% ΒΑNK CREDIT CARDS Retail and Hotel Industries Reign Superior Because direct customer contact is necessary to their business, retailers and hotels have to make sure that their clientele receive a positive experience, and meet and exceed expectations every day. How does each industry stack up when it comes to their customer service ratings? RETAILERS НОTELS INVESTMENT FIRMS CREDIT CARD ISSUERS 74% 66% 63% 61% BANKS AIRLINES INSURANCE COMPANIES WIRELESS CARRIERS 61% 60% 59% 58% PERSONAL COMPUTER MAKERS INTERNET SERVICE PROVIDERS HEALTH PLANS TV SERVICE PROVIDERS 55% 53% 50% 50% Leaders of the Pack Every industry has its prize winner and these brands ranked the best in what they do: RETAILER INSURANCE INTERNET SERVICE amazon COX USAA НОTEL WIRELESS INVESTMENT FIRM Marriott TRACF@NE Vanguard ΒΑNK COMPUTER REGIONS AIRLINE CREDIT CARDS SOUTHWEST.COM TV SERVICE COX HEALTH PLAN USAA TRICARE Three Dimensions of Experience The consumers who took the survey were asked to rank the following elements of their customer service experience: FUNCTION x |ACCESS EMOTION COMPLETE FAILURE- VERY UPSET! TO TO COMPLETE SUCCESS- VERY TO Delighted♥ VERY DIFFICULT EASY ....... ---..................---........ Based on how well the brand Based on how easy it is to contact Based on how well the brand appealed served its clients' goals. and communicate with the brand. to their clients on an emotional level. WINNER: Costco WINNER: Kohl's WINNER: Amazon Highest Most Best Functional Accessible Emotional Experience Experience Еxperienee get satisfaction CREATED BY: SOURCES: 2011 TEMKIN EXPERIENCE RATINGS www.getsatisfaction.com COLUMN FIVE CONSUMERIST.COM Brandwinners BRANDS THAT DO CUSTOMER SERVICE THE RIGHT WAY When it comes to building a successful brand, an unwavering dedication to making customers happy is an oftentimes forgotten but vital element. Earlier this year, Temkin asked 6,000 US consumers to rate their interactions with different brands and ranked them accordingly. Let's check out the brands that have cracked the formula to a satisfying customer service experience. Top 20 Brands The following list is based on the percent of consumers who rated the companies with "excellent" and "good" ratings. RANK COMPANY RATING 1. Amazon 81% 2. Kohl's 80% 3. Costco 79% 4. Lowe's 78% Amazon.com 5. Sam's Club 78% CUSTOMER SERVICE CHAMP In a Consumerist article titled, 6. BJ Wholesale Club 78% "Amazon Sends Best Customer Service E-Mail I Ever Received," it discussed 7. Walgreens 77% a story about a reader who sent a complaint to CEO Jeff Bezos regarding 8. Old Navy 76% a laptop promotion. Not only did Bezos ---... receive and read the email, he asked 9. Target 75% his executive customer relations rep to respond on his behalf to personally see 10. Rite Aid 74% to it that the problem was addressed. 11. JCPenney 74% 12. Marriott 74% 13. Wal-Mart 74% 14. CVS 74% KEY TEMKIN EXPERIENCE RATINGS: 15. Hyatt 73% EXCELLENT: 80% OR MORE GOOD: 70% TO 79% 16. Regions 73% OKAY: 60% TO 69% 17. Courtyard by Marriott 72% POOR: 50% T0 59% VERY POOR: LESS THAN 50% 18. Macy's 72% INDUSTRY 19. Home Depot 72% RETAILER НОTEL 20. USAA 72% ΒΑNK CREDIT CARDS Retail and Hotel Industries Reign Superior Because direct customer contact is necessary to their business, retailers and hotels have to make sure that their clientele receive a positive experience, and meet and exceed expectations every day. How does each industry stack up when it comes to their customer service ratings? RETAILERS НОTELS INVESTMENT FIRMS CREDIT CARD ISSUERS 74% 66% 63% 61% BANKS AIRLINES INSURANCE COMPANIES WIRELESS CARRIERS 61% 60% 59% 58% PERSONAL COMPUTER MAKERS INTERNET SERVICE PROVIDERS HEALTH PLANS TV SERVICE PROVIDERS 55% 53% 50% 50% Leaders of the Pack Every industry has its prize winner and these brands ranked the best in what they do: RETAILER INSURANCE INTERNET SERVICE amazon COX USAA НОTEL WIRELESS INVESTMENT FIRM Marriott TRACF@NE Vanguard ΒΑNK COMPUTER REGIONS AIRLINE CREDIT CARDS SOUTHWEST.COM TV SERVICE COX HEALTH PLAN USAA TRICARE Three Dimensions of Experience The consumers who took the survey were asked to rank the following elements of their customer service experience: FUNCTION x |ACCESS EMOTION COMPLETE FAILURE- VERY UPSET! TO TO COMPLETE SUCCESS- VERY TO Delighted♥ VERY DIFFICULT EASY ....... ---..................---........ Based on how well the brand Based on how easy it is to contact Based on how well the brand appealed served its clients' goals. and communicate with the brand. to their clients on an emotional level. WINNER: Costco WINNER: Kohl's WINNER: Amazon Highest Most Best Functional Accessible Emotional Experience Experience Еxperienee get satisfaction CREATED BY: SOURCES: 2011 TEMKIN EXPERIENCE RATINGS www.getsatisfaction.com COLUMN FIVE CONSUMERIST.COM Brandwinners BRANDS THAT DO CUSTOMER SERVICE THE RIGHT WAY When it comes to building a successful brand, an unwavering dedication to making customers happy is an oftentimes forgotten but vital element. Earlier this year, Temkin asked 6,000 US consumers to rate their interactions with different brands and ranked them accordingly. Let's check out the brands that have cracked the formula to a satisfying customer service experience. Top 20 Brands The following list is based on the percent of consumers who rated the companies with "excellent" and "good" ratings. RANK COMPANY RATING 1. Amazon 81% 2. Kohl's 80% 3. Costco 79% 4. Lowe's 78% Amazon.com 5. Sam's Club 78% CUSTOMER SERVICE CHAMP In a Consumerist article titled, 6. BJ Wholesale Club 78% "Amazon Sends Best Customer Service E-Mail I Ever Received," it discussed 7. Walgreens 77% a story about a reader who sent a complaint to CEO Jeff Bezos regarding 8. Old Navy 76% a laptop promotion. Not only did Bezos ---... receive and read the email, he asked 9. Target 75% his executive customer relations rep to respond on his behalf to personally see 10. Rite Aid 74% to it that the problem was addressed. 11. JCPenney 74% 12. Marriott 74% 13. Wal-Mart 74% 14. CVS 74% KEY TEMKIN EXPERIENCE RATINGS: 15. Hyatt 73% EXCELLENT: 80% OR MORE GOOD: 70% TO 79% 16. Regions 73% OKAY: 60% TO 69% 17. Courtyard by Marriott 72% POOR: 50% T0 59% VERY POOR: LESS THAN 50% 18. Macy's 72% INDUSTRY 19. Home Depot 72% RETAILER НОTEL 20. USAA 72% ΒΑNK CREDIT CARDS Retail and Hotel Industries Reign Superior Because direct customer contact is necessary to their business, retailers and hotels have to make sure that their clientele receive a positive experience, and meet and exceed expectations every day. How does each industry stack up when it comes to their customer service ratings? RETAILERS НОTELS INVESTMENT FIRMS CREDIT CARD ISSUERS 74% 66% 63% 61% BANKS AIRLINES INSURANCE COMPANIES WIRELESS CARRIERS 61% 60% 59% 58% PERSONAL COMPUTER MAKERS INTERNET SERVICE PROVIDERS HEALTH PLANS TV SERVICE PROVIDERS 55% 53% 50% 50% Leaders of the Pack Every industry has its prize winner and these brands ranked the best in what they do: RETAILER INSURANCE INTERNET SERVICE amazon COX USAA НОTEL WIRELESS INVESTMENT FIRM Marriott TRACF@NE Vanguard ΒΑNK COMPUTER REGIONS AIRLINE CREDIT CARDS SOUTHWEST.COM TV SERVICE COX HEALTH PLAN USAA TRICARE Three Dimensions of Experience The consumers who took the survey were asked to rank the following elements of their customer service experience: FUNCTION x |ACCESS EMOTION COMPLETE FAILURE- VERY UPSET! TO TO COMPLETE SUCCESS- VERY TO Delighted♥ VERY DIFFICULT EASY ....... ---..................---........ Based on how well the brand Based on how easy it is to contact Based on how well the brand appealed served its clients' goals. and communicate with the brand. to their clients on an emotional level. WINNER: Costco WINNER: Kohl's WINNER: Amazon Highest Most Best Functional Accessible Emotional Experience Experience Еxperienee get satisfaction CREATED BY: SOURCES: 2011 TEMKIN EXPERIENCE RATINGS www.getsatisfaction.com COLUMN FIVE CONSUMERIST.COM Brandwinners BRANDS THAT DO CUSTOMER SERVICE THE RIGHT WAY When it comes to building a successful brand, an unwavering dedication to making customers happy is an oftentimes forgotten but vital element. Earlier this year, Temkin asked 6,000 US consumers to rate their interactions with different brands and ranked them accordingly. Let's check out the brands that have cracked the formula to a satisfying customer service experience. Top 20 Brands The following list is based on the percent of consumers who rated the companies with "excellent" and "good" ratings. RANK COMPANY RATING 1. Amazon 81% 2. Kohl's 80% 3. Costco 79% 4. Lowe's 78% Amazon.com 5. Sam's Club 78% CUSTOMER SERVICE CHAMP In a Consumerist article titled, 6. BJ Wholesale Club 78% "Amazon Sends Best Customer Service E-Mail I Ever Received," it discussed 7. Walgreens 77% a story about a reader who sent a complaint to CEO Jeff Bezos regarding 8. Old Navy 76% a laptop promotion. Not only did Bezos ---... receive and read the email, he asked 9. Target 75% his executive customer relations rep to respond on his behalf to personally see 10. Rite Aid 74% to it that the problem was addressed. 11. JCPenney 74% 12. Marriott 74% 13. Wal-Mart 74% 14. CVS 74% KEY TEMKIN EXPERIENCE RATINGS: 15. Hyatt 73% EXCELLENT: 80% OR MORE GOOD: 70% TO 79% 16. Regions 73% OKAY: 60% TO 69% 17. Courtyard by Marriott 72% POOR: 50% T0 59% VERY POOR: LESS THAN 50% 18. Macy's 72% INDUSTRY 19. Home Depot 72% RETAILER НОTEL 20. USAA 72% ΒΑNK CREDIT CARDS Retail and Hotel Industries Reign Superior Because direct customer contact is necessary to their business, retailers and hotels have to make sure that their clientele receive a positive experience, and meet and exceed expectations every day. How does each industry stack up when it comes to their customer service ratings? RETAILERS НОTELS INVESTMENT FIRMS CREDIT CARD ISSUERS 74% 66% 63% 61% BANKS AIRLINES INSURANCE COMPANIES WIRELESS CARRIERS 61% 60% 59% 58% PERSONAL COMPUTER MAKERS INTERNET SERVICE PROVIDERS HEALTH PLANS TV SERVICE PROVIDERS 55% 53% 50% 50% Leaders of the Pack Every industry has its prize winner and these brands ranked the best in what they do: RETAILER INSURANCE INTERNET SERVICE amazon COX USAA НОTEL WIRELESS INVESTMENT FIRM Marriott TRACF@NE Vanguard ΒΑNK COMPUTER REGIONS AIRLINE CREDIT CARDS SOUTHWEST.COM TV SERVICE COX HEALTH PLAN USAA TRICARE Three Dimensions of Experience The consumers who took the survey were asked to rank the following elements of their customer service experience: FUNCTION x |ACCESS EMOTION COMPLETE FAILURE- VERY UPSET! TO TO COMPLETE SUCCESS- VERY TO Delighted♥ VERY DIFFICULT EASY ....... ---..................---........ Based on how well the brand Based on how easy it is to contact Based on how well the brand appealed served its clients' goals. and communicate with the brand. to their clients on an emotional level. WINNER: Costco WINNER: Kohl's WINNER: Amazon Highest Most Best Functional Accessible Emotional Experience Experience Еxperienee get satisfaction CREATED BY: SOURCES: 2011 TEMKIN EXPERIENCE RATINGS www.getsatisfaction.com COLUMN FIVE CONSUMERIST.COM Brandwinners BRANDS THAT DO CUSTOMER SERVICE THE RIGHT WAY When it comes to building a successful brand, an unwavering dedication to making customers happy is an oftentimes forgotten but vital element. Earlier this year, Temkin asked 6,000 US consumers to rate their interactions with different brands and ranked them accordingly. Let's check out the brands that have cracked the formula to a satisfying customer service experience. Top 20 Brands The following list is based on the percent of consumers who rated the companies with "excellent" and "good" ratings. RANK COMPANY RATING 1. Amazon 81% 2. Kohl's 80% 3. Costco 79% 4. Lowe's 78% Amazon.com 5. Sam's Club 78% CUSTOMER SERVICE CHAMP In a Consumerist article titled, 6. BJ Wholesale Club 78% "Amazon Sends Best Customer Service E-Mail I Ever Received," it discussed 7. Walgreens 77% a story about a reader who sent a complaint to CEO Jeff Bezos regarding 8. Old Navy 76% a laptop promotion. Not only did Bezos ---... receive and read the email, he asked 9. Target 75% his executive customer relations rep to respond on his behalf to personally see 10. Rite Aid 74% to it that the problem was addressed. 11. JCPenney 74% 12. Marriott 74% 13. Wal-Mart 74% 14. CVS 74% KEY TEMKIN EXPERIENCE RATINGS: 15. Hyatt 73% EXCELLENT: 80% OR MORE GOOD: 70% TO 79% 16. Regions 73% OKAY: 60% TO 69% 17. Courtyard by Marriott 72% POOR: 50% T0 59% VERY POOR: LESS THAN 50% 18. Macy's 72% INDUSTRY 19. Home Depot 72% RETAILER НОTEL 20. USAA 72% ΒΑNK CREDIT CARDS Retail and Hotel Industries Reign Superior Because direct customer contact is necessary to their business, retailers and hotels have to make sure that their clientele receive a positive experience, and meet and exceed expectations every day. How does each industry stack up when it comes to their customer service ratings? RETAILERS НОTELS INVESTMENT FIRMS CREDIT CARD ISSUERS 74% 66% 63% 61% BANKS AIRLINES INSURANCE COMPANIES WIRELESS CARRIERS 61% 60% 59% 58% PERSONAL COMPUTER MAKERS INTERNET SERVICE PROVIDERS HEALTH PLANS TV SERVICE PROVIDERS 55% 53% 50% 50% Leaders of the Pack Every industry has its prize winner and these brands ranked the best in what they do: RETAILER INSURANCE INTERNET SERVICE amazon COX USAA НОTEL WIRELESS INVESTMENT FIRM Marriott TRACF@NE Vanguard ΒΑNK COMPUTER REGIONS AIRLINE CREDIT CARDS SOUTHWEST.COM TV SERVICE COX HEALTH PLAN USAA TRICARE Three Dimensions of Experience The consumers who took the survey were asked to rank the following elements of their customer service experience: FUNCTION x |ACCESS EMOTION COMPLETE FAILURE- VERY UPSET! TO TO COMPLETE SUCCESS- VERY TO Delighted♥ VERY DIFFICULT EASY ....... ---..................---........ Based on how well the brand Based on how easy it is to contact Based on how well the brand appealed served its clients' goals. and communicate with the brand. to their clients on an emotional level. WINNER: Costco WINNER: Kohl's WINNER: Amazon Highest Most Best Functional Accessible Emotional Experience Experience Еxperienee get satisfaction CREATED BY: SOURCES: 2011 TEMKIN EXPERIENCE RATINGS www.getsatisfaction.com COLUMN FIVE CONSUMERIST.COM