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Amazon, Target, Walmart, AT&T, Google top CX poll

by ningelbr  |  February 17, 2014  |  1 Comment

 It’s interesting to see which brands offered US consumers the most outstanding customer experiences in 2013, according to a Gartner quick poll.  All the top-mentioned brands -Amazon, Target, Walmart, AT&T and Google – had three things in common: (1) frequent customer contacts supported by (2) intensive use of technology and (3) delivering on a straight forward brand promise (ie doing a few things well).  You could conclude that technology has become the key differentiator in customer experience but in reality, it is becoming just  another hygiene factor that can weigh down the business if you don’t do it right.  The chart below shows the brands most frequently cited by participants.  Why did consumers rate these brands outstanding? The most important feature is getting the product right, whether it is chicken sandwiches, websearch or running shoes.  Second, customers rated helpful staff as key to outstanding customer experience.  The third critical factor is  problem resolution: Consumers recognize things will go wrong sooner or later: It is how you deal with the problems that can win you customers.  you can see the full  results here: http://www.gartner.com/document/2666520

 

Please name ONE company or brand that provided you with outstanding customer experience in 2013?

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Nick Ingelbrecht
Research Director
9 years at Gartner
28 years IT Industry

Nick is a Research Director in Gartner's Consumer Insight team providing demand side analysis of consumer technology adoption, customer experience, segmentation and analytics. Read Full Bio


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