5 Key Questions To Brave Customer Experience
A very interesting chart published late last year by Beyond Philosophy shows an evolution of the top 10 brands in Customer Experience Management between 2011 and 2013. Some of the key areas where these brands are making a difference, and the reason WHY they have been mentioned as TOP include excelling in customer service, ease of use and good communications.
You can see Apple losing ground, Amazon just doing better and better, and Zappos, an online retailer for shoes and clothing, just clinging there at the top. Starbucks, Tesco and Vodafone are out of the list, and newcomers are for example John Lewis, a chain of upmarket department stores, Southwest, an airline company, and IKEA. I think IKEA is on this list, deservedly and finally, and both John Lewis and Southwest Airlines are there because of their amazing employee engagement approach. Their focus on “employees first” really pays off…
View original post 344 more words