Customer Experience Industry Leaders

In my previous post, I introduced the 2011 Temkin Experience Ratings and showed the top 20 firms. While that is the best way to identify overall leaders, I also want to give a shout-out to firms that are leading in their industries.

USAA, for instance, is the tops in two categories: credit card and insurance.  And Cox Communications may only be #82 on the list and have a “poor” rating, but at least it’s better than all of the other TV Service providers.

The bottom line: It’s better to be the best of the worst than the worst of the worst


About Bruce Temkin, CCXP
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, culture, interaction design, customer service, branding 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 Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

One Response to Customer Experience Industry Leaders

  1. Chip Bell says:

    Great stuff, Bruce! Thanks for your comment linked to our site!

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