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)

Customers forgive grocery chains most easily

The '2012 Temkin Forgiveness Ratings' study rated how likely consumers are to forgive any of 206 large companies across 18 industries if they deliver a poor customer experience, and found that consumers are far less likely to forgive Citigroup, Charter Communications, HSBC, Chrysler dealers, EarthLink, Bank of America, Comcast, Quest, or US Airways.

The 2012 Temkin Forgiveness Ratings cover 18 industries, including 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.

Interestingly, the study examined industry averages and found that grocery chains have earned the most forgiveness from consumers, followed by retailers, appliance makers, and parcel delivery services. But, in general, consumers are not so likely to forgive mistakes by credit card issuers, internet service providers, and TV service providers.

"Forgiveness is a valuable asset that you earn by consistently meeting customers' needs, but many companies don't have enough forgiveness stored-up to recover from their miscues," explained Bruce Temkin, author of the research and managing partner for the Temkin Group.

The research also examined how individual companies are rated relative to their industry peers. USAA held the top two spots, outpacing its credit card and banking peers by more than 30percentage points in the ratings. USAA also outpaced the insurance industry by more than 20percentage points. Credit unions, Hyatt, US Cellular, Dollar Rent A Car, Chick-fil-A, and Bright House Networks were also more than 15percentage points above their industry averages. Five companies fell 15 or more percentage points below their industry's average: Chrysler dealers, Citigroup, Travellers, Charter Communications, and RadioShack.

The report can be accessed from Temkin Group's company blog, Customer Experience Matters (click here), and the study data can be accessed from the Temkin Ratings website (click here).

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)