Amazon.Com, Barnes & Noble Top Hispanic Customer Experience Index

We recently published the 2008 US Hispanic Customer Experience Index (thanks to Tamara Barber who researches Hispanic consumers). Unlike the overall US Customer Experience Index (CxPi) that examined 114 firms across 12 industries, the Hispanic CxPi ranked 37 US firms across three industries (retailers, retail banks, and credit card providers) based on a survey of 3,370 US Hispanics. Here are the rankings:


The bottom line: Financial institutions don’t satisfy Hispanic consumers.

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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 (, 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:

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