Congrats to Customer Service Leaders: USAA and Chick-fil-A

Since today is the final day of Customer Service Week, I want to give a shout out to the leaders in the 2015 Temkin Customer Service Ratings: USAA, Chick-fil-A, credit unions, Aldi, Trader Joe’s, Publix, Panera Bread, and H-E-B. Here are the top and bottom scoring organizations.

1506_TCSR_HighLow

As you can see in this portion of our recent infographic, customer service plays a hugely valuable role in recovering after a bad experience.

1510_CSWeek_InfographicCut2

Also, since we just celebrated Customer Experience Day, I want to include a quote from Amazon CEO Jeff Bezos that explains how CX and CS relate to each other:

Internally, customer service is a component of customer experience. Customer experience includes having the lowest price, having the fastest delivery, having it reliable enough so that you don’t need to contact [anyone]. Then you save customer service for those truly unusual situations. You know, I got my book and it’s missing pages 47 through 58

The bottom line: Happy Customer Service Week!

Written by 

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

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