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