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

January 7, 2009 3 Comments

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.

Filed under Customer experience, Customer Experience Index Tagged with , ,

About Bruce Temkin
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, marketing, interaction design, customer service, and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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

  1. Pingback: Youth and Beachheads 03 Feb 09 | mobileYouth - youth marketing mobile culture research

  2. Pingback: Youth and Beachheads 03 March 09 | mobileYouth - youth marketing mobile culture research

  3. Pingback: Youth and Beachheads 24 March 09 | mobileYouth - youth marketing mobile culture research

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