Business Week released its top 50 list of Customer Service Champs, and HUMMER made the list. JD Power recently did a similar customer service study only covering the automotive industry, in which HUMMER ranked 2nd in customer service behind Lexus. Business Week’s top list covers all industries, and attributed much of HUMMER’s success to their original dealership strategy.
“When GM launched the brand in 2000, it granted the franchise to some of its best dealers. As a result, customer service is in its DNA. Giving free loaners to customers keep them happy when things go wrong.”
The Business Week list has to be taken with a grain of salt, though – the results were partly derived from reader response. Readers could submit ‘votes’ or ‘complaints’ about each brand, and given HUMMER’s ability to bring out some strong opinions, I’m surprised they fared so well.
Here’s another reason why I don’t have total faith in this report: Starbucks beat out the Ritz-Carlton Hotels and Resorts. Seriously? I guess the next time I’m looking for a great customer service experience, I’ll say forget the Ritz in Hawaii, I’m going to the Starbucks across the street!