- THE RITZ-CARLTON
- PUBLIX SUPER MARKETS
- T. ROWE PRICE
- ACE HARDWARE
While we didn’t evaluate the same group of companies, there’s an overlap between this list and Forrester’s customer experience rankings. In our rankings, Amazon.com came in 4th and USAA came in 2nd. That’s not a surprise; customer service is often a key component of an overall customer experience strategy (look for an upcoming post that explores the difference between customer service and customer experience).
I’m quoted in the article “Customer Service in a Shrinking Economy” which discusses customer service in this economic environment (note: take a look at my posts about managing in a recession). It’s an execellent article; full of examples from companies like Zappos, Four Seasons, USAA, and Schwab.
While we’re discussing customer service, don’t forget my “CARES” model:
- Communication (clearly communicate the process and set expectations)
- Accountability (take responsibility for fixing the problem or getting an answer)
- Responsiveness (don’t make the customer wait for your communication or a solution)
- Empathy (acknowledge the impact that the situation has on the customer)
- Solution (at the end of the day, make sure to solve the issue or answer the question)
The bottom line: Congratulations to the customer service champs!