Brandweek, Forbes CMO Network, Bloomberg BusinessWeek
Barnes & Noble is the top brand when it comes to the customer's experience, followed by Marriott Hotels & Resorts, Hampton Inn/Suites, Amazon.com and Holiday Inn Express, according to a Forrester Research survey of more than 4,600 U.S. consumers. Only 13 of the 113 firms listed in "Customer Experience Index, 2010" garnered an "excellent" customer experience rating, Elena Malykhina reports. Thirty-five received a "good" rating, 40 got "okay", and 45 received either a "poor" or "very poor" rating. Writing for
Forbes CMO Network, Bruce D. Temkin, Forrester's vp and principal analyst, offers the firm's "Three …