Obsess about the customer!

Companies should obsess about customer needs, not product features.  What makes Barnes & Noble a better brand than Charter Communications–and many others? Customer experience.

Forrester Research recently released its third annual Customer Experience Index. The study ranked 133 US companies across 14 industries using feedback from more than 4,600 consumers. Barnes & Noble came in at the top for the second year in a row, slightly ahead of Marriott Hotels and Hampton Inn. Other winners: Amazon.com and Costco. At the other end of the spectrum, Charter Communications took the bottom spot for the third consecutive year. Also at the bottom: major health care providers such as CIGNA, Aetna, Anthem, Medicaid and United Healthcare.  Read the rest of the article at:  http://ow.ly/Wdv7

Advertisements

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