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:

2008-hispanic-cxpi_small

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

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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.

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