Chapter Seven The Best of the Best

THE DATA POINT

The Top U.S. Companies Rated as Giving Excellent Service in 2018:


  • Wegmans
  • H-E-B
  • Citizens
  • Credit Unions
  • Publix
  • Subway
  • USAA
  • Ace Hardware
  • Dollar Tree
  • Aldi

DID YOU KNOW

In the past five years, U.S. auto insurance carriers that have provided customers with consistently best-in-class experiences have generated two to four times more growth in new business and about 30% higher profitability than their counterparts with an inconsistent customer focus, in part because satisfied customers are 80% more likely than unsatisfied customers to renew their policies

THE DATA POINT

The Bottom U.S. Companies Rated as Giving Poor Service in 2018:

  • CarMax
  • Spirit Airlines
  • Optimum
  • Medicaid
  • Comcast
  • Hitachi
  • Cox Comm.
  • Charter Spectrum
  • Dollar Car Rental
  • Blue Shield of California

IN THE STATS

73% of companies with “above average” Customer Experience maturity perform better financially than their competitors (compared to 44% of less mature companies).

QUOTE

“Customer service shouldn’t just be a department, it should be the entire company.”

FACT

72% of businesses say improving customer experience is their top priority.

THE BRIGHT SIDE

Companies that make a concerted effort to improve their customer experience also see employee engagement rates go up by an average of 20%.

DID YOU KNOW

By industry, supermarket chains provide the best customer experience, while TV and Internet service providers provide the worst.

THE BOTTOM LINE

Companies who invest in great service are coming out on top.

Takeaway: You can differentiate from competition by providing an exceptional customer experience — not just trying to compete on price.

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