Kana ichokwadi kuti mukana wevatengi unogona kurondedzerwa nenzira iyi iri nyore, saka mubvunzo unotevera unobvunzwa kune avo vanofarira muAmerica yezvokutengeserana mabhizimusi aizove iyo makambani ekudzosera ari nani uye akaipa zvikuru pakupa vatengi vane ruzivo rwakanaka uye rusina kusununguka ruzivo, kunyoresa ruzivo ruzivo, uye ruzivo runoita manzwiro emupfungwa?
Mutambo weTech Customer Experience wegore negore wakagadzirirwa kujekesa chaizvo izvo - zvikwata zvakakura zvekuAmerica zviri kuunza zvigaro zvakanakisisa uye zvakanyanya zvakasangana nemakambani mugore rapfuura, zvakarongwa uye zvichitaurirwa nevatengi ivo pachavo. Vatengi vanoongororwa uye vakabvunzwa mibvunzo mitatu pamusoro pekushandurana kwekambani nekambani kugadzirisa mafungiro evatengi pamusoro pebasa rimwe nerimwe rekambani (kubva "zvakakundikana" ku "kubudirira zvakakwana"), kuwanikwa (kubva "zvakaoma" kusvika "nyore kwazvo"), uye manzwiro emanzwiro (kubva "kutsamwa" kusvika "kufara"). Maonero ega ega akaenzana, uye mutengi anowanzogadzirisa anowanikwa zvichienderana nemushambadzi wevadzidzi.
Zvichida kana kusashanda, kuwanika, uye kugadzikana kwepfungwa ndezvimwe chete zvikamu zvitatu zvechiitiko chekutengesa chinotengeswa nevatengi ndezvekumwe kukurukurirana kweimwe chikamu. VaTechkin vatsvakurudza vanoongorora vanofunga kuti izvi zviri nyore.
Zvichida vakarurama, asi muna 2015 pane dzimwe nguva makambani anotengesa akawanda asingabvumirane.
Ndizvo zvinowanikwa nevatengi paTical Bell uye Sonic Drive-In zviri nani kudarika iyo inowanzoonekwa naStubucks mvumo yevatengi ? Ko Walgreens nail polish uye chikwama chekusimba vatengi vanove nekanakidzana nevatengi vehuwandu kupfuura vashandi vanovimbika Costco vatengi vanoda kubhadhara mari yegore negore yekodzero yekufamba muDhooco front door?
Izvo zvinowanzodiwa nevatengi pane imwechete ye-7-Eleven store inopfuura kaviri seyakanaka sezvinoitwa nevatengi vanoendeswa nevanodzidziswa kumatsiridzi ekuvandudza kumusha pa Home Depot ?
Maererano neTemkin Customer Experience tsanangudzo uye nzira yekuongorora, mhinduro ndeyekuti "Hungu." Maererano nehupenyu hwangu hwemakambani, mhinduro ndeyokuti "Hapana nzira," "Usambofa," uye "Usati wavhara."
Izvo zvinotevera ndezvorwendo rwekambani dzinotengesa zvakare dzakarongwa nevatengi kune vatengi vanoona mu 2015 Temkin ranking report. Urongwa urwu hwakarongeka maererano nevatengi vanoona zvakagadzirisa kambani imwe neimwe yakagamuchirwa kana ichifananidzwa nemakambani ose mumakambani ose. Nhamba iri muruboshwe rworuboshwe ndiyo nhamba yekuenzanisa yakatarwa, zvichienderana nehuwandu hwekuongororwa kuongororwa. (Dzimwe nguva nhamba dzehuwandu dzinogoverwa apo makambani akawana kuenzana kwechiyero kubva kune vatengi.)
Dzvanya zvisungo pasi apa kuti uwane mamwe mashoko pamusoro pekambani imwe neimwe. Onawo kuenzanisa kwemakore mashanu ekuenzaniswa kweKatereji Zvikamu 2015-2011 >>
2015 Zvakanaka uye Zvakaipisisa Sales Customer Experiences - Customer Rankings mu Temkin Research Report:
1 Publix
2 Aldi
3 HEB
4 Amazon.com
4 PetSmart
4 Chick-fil-A
4 Mutengesi Joe's
8 Hannaford's
8 Papa John's
8 Walgreens
13 Dairy Queen
13 Panera Bread
13 Subway
13 Sonic Drive-In
19 Bed Bath & Beyond
19 Costco
19 Lowe's
22 Zvichida Auto Parts
22 Dunkin Donuts
22 Zvokudya Simba
22 Kroger
22 O'Reilly Auto Parts
22 Pizza Hut
22 Popeye's
22 ShopRite
22 Taco Bell
22 Whole Foods
31 Dollar General
33 Albertsons
33 BJ's Wholesale Club
33 Chipotle Mexican Grill
33 Dollar Tree
33 Rite Aid
33 Starbucks
33 Wendy's
41 Ace Hardware
41 Arby's
41 AutoZone
41 Barnes & Noble
41 CVS
41 Giant Eagle
41 Sam Club
41 Mira & Shop
41 Wegmans
52 Kesari Kesari
60 Domino's
60 Panda Express
60 KFC
76 Burger King
89 Mathata
89 McDonald's
100 7-Eleven
128 Jack muBhokisi
128 Virgin Mobile
151 T-Mobile
187 Verizon
233 Home Depot
245 Sprint
253 AT & T
253 Chrysler
261 Audi
Worst Customer Customer Examples:
Ndezvipi zviketani zvekutengesa zvinopa mukana wepamusoro kune vatengi vavo? Vanhu vanonyatsokwanisa kupindura mubvunzo iwoyo ndivo vatengi ivo, izvo zvavanoita gore roga roga mumuteresi wenguva yakawanikwa inotungamirirwa neTechkin Group tsvakurudzo uye kubvunzurudza zvakasimba. Pakati pegore ra2015 na2011, vatengi vakayesa uye vakaisa zviketani zvekutengesa seAldi, Amazon , Sam, Publix, uye HEB semuongorori wevashandi vemakore akawanda. Munguva iyoyo, vatengi vakatsvaga makambani ekutengesa zvakare saDell , AT & T, Ford, neRadioShack sevashandi vemakore akawanda vanotambura zvakanyanya.
Nokuenzanisa nhaurirano yevashandi kubva mugore ra2011, 2012, 2013, 2014, uye 2015, zvinokwanisika kuona maitiro evanhu vanozvitengesa sezvinoonekwa nevatengi vanoshumira. Izvo zvinotevera ndeyemakore akawanda mutengi wekuenzaniswa kwezvikwata zvose zvekutengesa zvakaiswa muongororo yegore negore yeTkin kubva muna 2011 kusvika 2015.
Iyo nhamba kurudyi rwemazuva ndiyo nhamba yepamusoro iyo kambani imwe yekutengesa yakapiwa zvichienderana nekukwikwidza kwemaitiro emagariro, kushanda, uye kugoneka kunopiwa nevashambadziri vavo, zvichienzaniswa nemakambani ose kubva kumabhizimisi ose. Nhamba yepamusoro yehuwandu inoratidzira makambani ekudzosa nevanonyanya kukoshesa zviitiko. Nhamba dzepamusoro dzehuwandu dzinotsanangura makambani anotengeswa nevatengi kuti anounze zviitiko zvakashata zvemuteereri.
Kuenzanisa Kwegore Rakawanda kweVatengi Vanowanikwa uye Rankings yeHinakisisa uye Yakashata Retail Industry Companies - 2015, 2014, 2013, 2012, 2011:
2015 - 100
2014 - 83
2013 - 78
2012 - N / A
2011 - N / A
Ace Hardware
2015 - 41
2014 - 22
2013 - 7
2012 - N / A
2011 - N / A
2015 - 22
2014 - 49
2013 - 72
2012 - N / A
2011 - N / A
Albertsons
2015 - 33
2014 - 15
2013 - 29
2012 - 35
2011 - N / A
Aldi
2015 - 2
2014 - 5
2013 - 3
2012 - 3
2011 - N / A
2015 - 4
2014 - 15
2013 - 5
2012 - 10
2011 - 1
Apple Stores
2015 - N / A
2014 - 119
2013 - 150
2012 - 89
2011 - 79
2015 - 41
2014 - 33
2013 - 13
2012 - 18
2011 - N / A
2015 - 253
2014 - 49
2013 - 203
2012 - 163
2011 - 100
Audi
2015 - 261
2015 - 41
2014 - 40
2013 - 29
2012 - N / A
2011 - N / A
2015 - 41
2014 - 33
2013 - 53
2012 - 85
2011 - 25
2015 - 19
2014 - N / A
2013 - 36
2012 - N / A
2011 - N / A
Best Buy
2015 - N / A
2014 - 70
2013 - 107
2012 - 75
2011 - 41
BJ's Wholesale Club
2015 - 33
2014 - 22
2013 - 20
2012 - 18
2011 - 6
2012 - Kambani yakakanganisika
2011 - 34
BMW
2015 - N / A
2014 - N / A
2013 - 166
2012 - 75
2011 - N / A
Burger King
2015 - 76
2014 - 15
2013 - 45
2012 - 57
2011 - N / A
Chevrolet
2014 - N / A
2013 - 123
2012 - 57
2011 - N / A
Chick-fil-A
2015 - 4
2014 - 3
2013 - 3
2012 - 3
2011 - N / A
Mexican Grill Chipotle
2015 - 33
Chrysler
2015 - 253
2014 - N / A
2013 - 166
2012 - 163
2011 - N / A
Costco
2015 - 19
2014 - 22
2013 - 13
2012 - 45
2011 - 3
CVS
2015 - 41
2014 - N96
2013 - 53
2012 - 27
2011 - 14
Dairy Queen
2015 - 13
2014 - 8
2013 - 20
2012 - 35
2011 - N / A
Dell
2015 - N / A
2014 - N / A
2013 - 166
2012 - 176
2011 - 110
Dodge
2014 - N / A
2013 - 166
2012 - 171
2011 - N / A
Dollar General
2015 - 31
2014 - 96
2013 - 45
2012 - N / A
2011 - N / A
Dollar Tree
2015 - 33
2014 - 29
2013 - 20
2012 - N / A
2011 - N / A
Domino's
2015 - 60
2014 - N / A
2013 - 36
2012 - 67
2011 - N / A
Dunkin 'Donuts
2015 - 22
2014 - 40
2013 - 7
2012 - 23
2011 - N / A
eBay
2015 - N / A
2014 - 96
2013 - 78
2012 - 89
2011 - 31
Family Dollar
2014 - 49
2013 - 36
2012 - N / A
2011 - N / A
Zvokudya Simba
2015 - 22
2014 - 5
2013 - 45
2012 - 23
2011 - N / A
Foot Locker
2015 - N / A
2014 - 174
Ford
2014 - N / A
2013 - 115
2012 - 134
2011 - N / A
GameStop
2015 - N / A
2014 - 131
2013 - 78
2012 - N / A
2011 - N / A
Gap
2015 - N / A
2014 - 144
2013 - 107
2012 - N / A
2011 - 56
Giant Eagle
2015 - 41
2014 - N / A
2013 - 29
2012 - 27
2011 - N / A
Hannaford's
2015 - 8
Matambudziko
2014 - 40
2013 - 53
2012 - N / A
2011 - N / A
HEB
2015 - 3
2014 - 1
2013 - 7
2012 - 3
2011 - N / A
Matambudziko
2015 - 89
2014 - 40
2013 - 53
2012 - 102
2011 - N / A
Home Depot
2015 - 233
2014 - 33
2013 - 29
2012 - 27
2011 - 19
Honda
2014 - N / A
2013 - 115
2012 - 117
2011 - N / A
Hy-Vee
2014 - 33
2013 - 13
2012 - 18
2011 - N / A
Hyundai
2014 - N / A
2013 - N / A
2012 - 163
2011 - N / A
Jack muBhokisi
2015 - 128
2014 - 40
2013 - 20
2012 - 62
2011 - N / A
JCPenney
2014 - 77
2013 - 100
2012 - 27
2011 - 11
KFC
2015 - 60
2014 - 40
2013 - 107
2012 - 52
2011 - N / A
Kia
2014 - N / A
2013 - N / A
2012 - 178
2011 - N / A
Kmart
2015 - N / A
2014 - 119
2013 - 72
2012 - 75
2011 - 38
Kohl's
2015 - N / A
2014 - 96
2013 - 64
2012 - 57
2011 - 2
Kroger
2015 - 22
2014 - 8
2013 - 20
2012 - 10
2011 - N / A
Little Caesar
2015 - 52
2014 - 15
2013 - 7
2012 - 27
2011 - N / A
Lowe's
2015 - 19
2014 - 29
2013 - 72
2012 - 18
2011 - 4
Macy's
2015 - N / A
2014 - 109
2013 - 72
2012 - 62
2011 - 18
Marshalls
2014 - N / A
2013 - 89
2012 - N / A
2011 - N / A
McDonalds
2015 - 89
2014 - 49
2013 - 78
2012 - 52
2011 - N / A
Nissan
2014 - N / A
2013 - 182
2012 - 163
2011 - N / A
Nordstrom
2014 - 59
2013 - 13
2012 - N / A
2011 - N / A
Office Depot
2014 - N83
2013 - 36
2012 - 102
2011 - 31
OfficeMax
2014 - 77
2013 - 64
2012 - N / A
2011 - 29
Old Navy
2014 - 77
2013 - 53
2012 - 52
2011 - 8
O'Reilly Auto Parts
2015 - 22
2014 - 59
2013 - 53
2012 - N / A
2011 - N / A
Panda Express
2015 - 60
Panera Bread
2015 - 13
Papa John's
2015 - 8
PetSmart
2015 - 4
2014 - 22
2013 - 20
2012 - N / A
2011 - N / A
Piggly Wiggly
2014 - 8
2013 - 45
2012 - 67
2011 - N / A
Pizza Hut
2015 - 22
2014 - 22
2013 - 36
2012 - 14
2011 - N / A
Popeye's
2015 - 22
Publix
2015 - 1
2014 - 3
2013 - 1
2012 - 2
2011 - N / A
QVC
2014 - 49
2013 - 36
2012 - N / A
2011 - N / A
Quiznos
2014 - 49
2013 - 45
2012 - N / A
2011 - N / A
RadioShack
2015 - N / A
2014 - 196
2013 - 191
2012 - 151
2011 - 98
Rite Aid
2015 - 33
2014 - 49
2013 - 45
2012 - 35
2011 - 10
Ross
2014 - 83
2013 - 107
2012 - N / A
2011 - N / A
Safeway
2014 - N / A
2013 - 29
2012 - 27
2011 - N / A
Sam's Club
2015 - 41
2014 - 8
2013 - 5
2012 - 1
2011 - 4
Save-a-Lot
2014 - 29
2013 - 5
2012 - 35
2011 - N / A
Sears
2015 - N / A
2014 - 119
2013 - 53
2012 - 75
2011 - 24
ShopRite
2015 - 22
2014 - 33
2013 - 13
2012 - 10
2011 - N / A
Sonic Drive-In
2015 - 13
2014 - 5
2013 - 7
2012 - 10
2011 - N / A
Sprint
2015 - 245
2014 - N / A
2013 - N / A
2012 - 129
2011 - N / A
Staples
2014 - 83
2013 - 36
2012 - 45
2011 - 27
Starbucks
2015 - 33
2014 - 8
2013 - 20
2012 - 3
2011 - N / A
Mira & Shop
2015 - 41
2014 - 40
2013 - 64
2012 - N / A
2011 - N / A
Subway
2015 - 13
2014 - 15
2013 - 13
2012 - 3
2011 - N / A
T-Mobile
2015 - 151
2014 - N / A
2013 - 203
2012 - 171x
2011 - 114
Taco Bell
2015 - 22
2014 - 33
2013 - 72
2012 - 23
2011 - N / A
Target
2014 - 77
2013 - 36
2012 - 14
2011 - 9
TJ Maxx
2014 - 70
2013 - 107
2012 - N / A
2011 - N / A
Toyota
2014 - N / A
2013 - 78
2012 - 75
2011 - N / A
Toys 'R Us
2015 - N / A
2014 - 109
2013 - 64
2012 - 52
2011 - 45
2015 - 4
2014 - 2
2013 - 2
2012 - N / A
2011 - N / A
Chokwadi Chako
2014 - 40
2013 - 64
2012 - N / A
2011 - N / A
Verizon Wireless
2015 - 187
2014 - N / A
2013 - 222
2012 - 124
2011 - N / A
Virgin Mobile
2015 - 128
2014 - N / A
2013 - 160
2012 - N / A
2011 - N / A
Wal-Mart
2015 - N / A
2014 - 102
2013 - 100
2012 - 57
2011 - 13
Walgreens
2015 - 8
2014 - 40
2013 - 20
2012 - 14
2011 - 7
Wendy's
2015 - 33
2014 - 22
2013 - 53
2012 - 23
2011 - N / A
Wegmans
2015 - 41
Whole Foods
2015 - 22
2014 - 49
2013 - 36
2012 - 18
2011 - N / A
Winn-Dixie
2014 - 40
2013 - 29
2012 - 3
2011 - N / A