Highest-Performing Companies Focus on Customers and Realize Rewards on the Bottom Line
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WESTLAKE VILLAGE, Calif.: 3 March 2014 — Companies that exceed their customers' expectations know that outstanding customer service doesn't just happen; it's carefully planned. J.D. Power, in conjunction with FORTUNE Custom Publishing, today recognized 50 companies that demonstrate the ability to provide the highest level of customer service based on their most important critics—their customers.
The J.D. Power 2014 Customer Champions were selected based on customer feedback attesting to their service excellence. These companies were the highest performers among more than 600 evaluated brands across nine industries, based on their performance in five key areas identified as the J.D. Power 5 Ps: People, Presentation, Price, Process and Product.
The selection of the 2014 Customer Champions is based on an independent and unbiased evaluation of customer feedback, opinions and perceptions gathered from J.D. Power studies conducted in the United States in 2013. Those recognized as a 2014 Customer Champion represent the highest-performing companies in terms of providing customer service excellence.
"J.D. Power surveys hundreds of thousands of customers every year, and what we've found is that when consumers purchase different products and services, they don't just compare their experiences within the same industry, they compare across industries," said Finbarr O'Neill, president of J.D. Power. "The 50 companies we've recognized as Customer Champions demonstrate the highest levels of service excellence, not just compared with their direct competitors, but also across all facets of the customer experience."
There are very strong financial rewards in delighting people. When brands get everything right, they often see a return on the investment they make in pleasing their customers.
"Not only does satisfaction encourage customer loyalty, but happy customers also become advocates of the brand to others. Particularly given the ability of today's consumers to easily communicate their experiences far and wide through social media and online reviews, customer advocacy can be critical to a company's bottom line," said O'Neill.
After surveying thousands of customers of more than 600 brands and analyzing their feedback, J.D. Power has identified the following companies as 2014 Customer Champions:
AvMed Health Plans
Bangor Savings Bank
Beneficial Mutual Savings Bank
Capital District Physicians
Clark Public Utilities
Clay Electric Cooperative
First Citizens Bancorp
Good Neighbor Pharmacy
Independent Health Association
NJM Insurance Co.
Publix (Retail and Pharmacy)
Saks Fifth Avenue
Southern Maryland Electric Cooperative
Tennessee Farm Bureau
Texas Farm Bureau
Union First Market Bank
United Community Bank
To read the article on the 50 J.D. Power 2014 Customer Champions in FORTUNE magazine, please click here.
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