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Branding, marketing, Media

50 Brands Named ‘Customer Service Champions’


 

Customer-Service

In the faltering economy, the importance of customer service has reached new highs, overtaking even price as a purchase determinant, according to a J.D. Power report.

Many businesses cut costs and turned to automation technologies to handle customer needs, which had the effect of raising the importance of people in the service experience.

“While value is important, consumers want more than simply the lowest price or a product that is just good enough,” said Gina Pingitore, chief research officer at J.D. Power and Associates. “They expect a superior product that is delivered in a compelling presentation, through fast and easy-to-understand processes that are supported by responsive and concerned people. In addition, the price must be perceived as fair and competitive.”

The report, “Beyond Satisfaction: J.D. Power 2012 Customer Service Champions–Brands That Deliver Service Excellence to Maximize Business Results,” also identifies 50 brands as J.D. Power 2012 Customer Service Champions, based on customer feedback attesting to their service excellence.

Brands that receive J.D. Power Customer Service Champion designation are among the top 5% percent of more than 800 evaluated brands, based on their performance in five key areas: People, presentation, price, process and product. The brands not only excel within their respective industries, but also stand out when evaluated across multiple industries.

These companies tend to consistently employ certain key practices, including being consistent in branding and delivery of the service experience, particularly across various channels and customer touchpoints.

They also tend to hire the right people and empower them with the best processes, as well as the ability and authority to make judgment calls to resolve issues on behalf of their customers. Finally, these companies understand customer differences to offer the right products through the right channels in ways that truly resonate with them, according to the report. The 50 brands are:

Ace Rent A Car

Amazon.com

Amica

Apple

Auto-Owner s Insurance

Barnes & Noble

Bass Pro Shops

Boost Mobile

Cadillac

Clark Public Utilities

David Weekley Homes

Drury Inn and Suites

Enterprise Rent-A-Car

Erie Insurance

First Federal

Four Seasons Hotels and Resorts

Frost Bank

Good Neighbor Pharmacy

Hampton Hotels

Hancock Bank

Health Mart Pharmacy

Hotel Indigo

ING DIRECT Home Loans

Jackson EMC

Jaguar

JetBlue Airways

Kohl’s

L.L. Bean

Lexus

MetroPCS

MINI

New Jersey Manufacturers

Public Pharmacy

Quicken Loans

Saks Fifth Avenue

Salt River Project

Sawnee EMC

Scottrade, Inc.

Shea Homes

Southern Maryland Electric Cooperative

Southwest Airlines

Straight Talk

The Ritz-Carlton

U.S. Cellular

United States Dept. of Veterans Affairs, Pharmacy Services

USAA

Virgin America

Virgin Mobile

Wegmans

Wegmans Pharmacy

via MediaPost Publications 50 Brands Named ‘Customer Service Champions’ 03/16/2012.

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About Bob Innes

Who am I and what I do best! I am a skilled Sales and Marketing team player known for performing behind the scenes miracles that increase base distribution, improve customer relationship management, exceed annual sales volume,and profitability for Consumer Packaged Goods companies. And I've been doing it for over 15 years. My successful contributions include such clients as Kraft Foods, Mars, Bumble Bee Foods, Unilever, Johnson and Johnson and SC Johnson, and JM Smuckers.

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