Customer Experience News & Trends

Who delivers the best service?

What do the companies that deliver the best customer service have in common? Here’s what new research reveals.

They invest in making employees happy and keeping everyone focused on customers at all times. Plus, they made the MSN Money-Zogby annual Customer Service Wall of Fame.

The top 10 include: UPS, Costco, FedEx, Apple, Southwest Airlines, Publix Super Markets, Nordstrom, Netflix, Trader Joe’s and Amazon.

All of these companies had 80% positive reviews by customers and no more than 7.2% negative reviews, researchers found.

The key: They hire people with good attitudes and skills, train them extensively on soft and hard skills and give them lots of  freedom to use their good judgment (based on all that training) in individual customer situations.

Watch tomorrow’s post for the Wall of Shame list.

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