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'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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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