50 Brands Named 'Customer Service Champions'

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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:

1. Ace Rent A Car
2. Amazon.com
3. Amica
4. Apple
5. Auto-Owner s Insurance
6. Barnes & Noble
7. Bass Pro Shops
8. Boost Mobile
9. Cadillac
10. Clark Public Utilities
11. David Weekley Homes
12. Drury Inn and Suites
13. Enterprise Rent-A-Car
14. Erie Insurance
15. First Federal
16. Four Seasons Hotels and Resorts
17. Frost Bank
18. Good Neighbor Pharmacy
19. Hampton Hotels
20. Hancock Bank
21. Health Mart Pharmacy
22. Hotel Indigo
23. ING DIRECT Home Loans
24. Jackson EMC
25. Jaguar
26. JetBlue Airways
27. Kohl's
28. L.L. Bean
29. Lexus
30. MetroPCS
31. MINI
32. New Jersey Manufacturers
33. Public Pharmacy
34. Quicken Loans
35. Saks Fifth Avenue
36. Salt River Project
37. Sawnee EMC
38. Scottrade, Inc.
39. Shea Homes
40. Southern Maryland Electric Cooperative
41. Southwest Airlines
42. Straight Talk
43. The Ritz-Carlton
44. U.S. Cellular
45. United States Dept. of Veterans Affairs, Pharmacy Services
46. USAA
47. Virgin America
48. Virgin Mobile
49. Wegmans
50. Wegmans Pharmacy

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1 comment on "50 Brands Named 'Customer Service Champions'".

1. Grant Crowell from ReelSEO.com
   

   commented on: March 19, 2012 at 9:01 a.m.
   I checked out the report, and it would have been helpful for them to go into more detail on best practices with customer care beyond just the banking, insurance, and TV industries. I'm surprised that they gave no coverage to online video or social media channels, which are both rapidly increasing platforms of customer care and relationship building.

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