Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Online customer experiences improve

At the lower end of the spectrum of online customer experiences, the lowest marks were given to Charter Communications, Humana, Qwest, Cigna, Time Warner Cable, Anthem, Road Runner, Medicare, Blue Shield of CA, and TracFone.

The study was based on a survey of 10,000 US consumers in January 2012 that covered 18 industries (those being airlines, appliance makers, auto dealers, banks, car rental agencies, computer makers, credit card issuers, fast food chains, grocery chains, health plans, hotel chains, insurance carriers, Internet service providers, investment firms, parcel delivery services, retailers, TV service providers, and wireless carriers).

"The online channel is increasingly becoming the front door to brands, but many companies still provide underwhelming web experiences," said Bruce Temkin, author of the research and managing partner for the Temkin Group. "The changes between 2011 and 2012, however, are encouraging since we found that most companies are improving."

The company examined industry averages and found that banks and investment firms earned the highest ratings, followed by hotel chains and retailers. But consumers gave very low ratings to internet service providers, health plans, and TV service providers.

The research also examined how individual companies perform relative to their industry peers. Several firms outscored their industry average ratings by 10percentage points or more, including Kaiser Permanente, Amazon, ShopRite, Southwest Airlines, USAA, Starbucks, H.E.B., Publix, credit unions, Marriott, and Apple. However, several fell at last 10percentage points below their industry averages, including Wells Fargo Advisors, AAA, Charter Communications, Delta Airlines, Citibank, Bank of America, Humana, TracFone, Qwest, Old Navy, U.S. Airways, Rite Aid, Kohl's, Kmart, and Charter Communications.

Looking at the changes in the ratings between 2011 and 2012, eleven out of the twelve industries that were in both studies had improved, led by TV service providers and insurance carriers. Some 72% of companies that were in both studies showed improvement. Led by Comcast (for both internet and TV service), Allstate, AOL, Charter Communications, Toshiba, and Sam's Club, 20 companies improved by 10percentage points or more. Meanwhile, only three companies (Kohl's, TracFone, and Rite Aid) declined by 10percentage points or more.

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)