Gartner Research

Lessons From 10 Consumer Brands Cited for 'Outstanding' Customer Experience in U.S.

Published: 14 February 2014

ID: G00260425

Analyst(s): Nick Ingelbrecht, Ed Thompson

Summary

U.S. consumers identified which brands provided outstanding customer experience in 2013 and why. Product and marketing managers, customer service and sales professionals should adapt these examples of best practice in customer experience to their own business contexts.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Balance Advertising Spend With Technology Investment to Support Real-World Interactions to Create the Best Customer Experiences
  • Focus on Consistency: Each Great Brand Excels in Only Two or Three CX Attributes, but Delivers Consistently on Those Attributes
  • Tailor Customer Experience Initiatives First to Different Age Groups Before Tailoring to Geography, Income or Gender

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