The Temkin Group has released a free ebook called The 6 Laws of Customer Experience which is an excellent read.

Every company makes mistakes. When they do, they seek forgiveness from their customers. Customer may vary in their willingness to forgive and forget. Having a high ‘forgiveness’ index is an asset to a company trying to keep customers loyal and satisfied. Temkin, a research company has created a Forgiveness rating from 10,000 US customers across 208 companies and ranked the best and the worst, most improved and biggest losers.

Last year I wrote an article about the Temkin ratings of US companies which included 6000 customer experiences across 143 industries. Temkin has just released the 2012 Temkin Experience Ratings. This time they have 10,000 US customer experiences across 208 industries. Overall most industries improved led by insurance but there were some real surprises in the top ranking results.

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