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!

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.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

%d bloggers like this: