AOL, Comcast Headline Customer Service Hall of Shame

I ran across a MSN Money-Zogby survey that lists “the 10 companies Americans love to hate.” Based on an online survey of 7,000 consumers who rated 140 firms in March, the article anoints the following 10 “winners” to its 2008 customer service hall of shame:

MSN Hall Of Shame

At the other end of the spectrum, the 10 firms that scored the best in the survey were: Marriott, Sheraton, Amazon.com, Hilton, Trader Joe’s, Google, Hampton Inn, Nordstrom, Whole Foods Market, and Holiday Inn.

The bottom line: Each of the firms on the hall of shame need to improve how it C.A.R.E.S!

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I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

2 thoughts on “AOL, Comcast Headline Customer Service Hall of Shame”

  1. Reading Zogby’s Hall of Shame, it does not surprise me that Qwest is 5th worst. CEO Ed Mueller was told by the president of the Assoc. of retired U.S.West employees that while the service people were “very Cordial”, they are not very knowledgeable. It is more surprising that Sprint ian’t a run-a-way # 1 on this list. They blatantly rip off customers monthly. We HAD to check our monthly statement, line by line, to find the additional charges Sprint added. Never again. I wonder how many middle finger comments CEO Dan gets each time his Sprint bit hits the tube. Thanks Zogby for the updates.

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