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ACSI: Customer Satisfaction Rises Again
May 25, 2009

The American Customer Satisfaction Index. published by the University of Michigan, continues to validate the ongoing  Excellence of  Service Leaders throughout America's marketplace.  Benchmark companies  Hilton, Marriott , Olive Garden, Domino's, Direct TV, Disney, Southwest, FedEx, and Starbucks maintain lead  in their competitive set with ongoing focus on service as a differentiator.  In these tough economic times the relationships these great companies nurture with those they serve  reinforces the loyal bond they have with their customers . Hooray for them.  ACSI is a strong indicator that economic recovery may well be in sight.

Some other not so terrific news in this survey result show airlines, while they improved their overall ranking by providing less in the way of flights etc., lags the IRS in overall satisfaction levels. Wireless telephones, cable, satellite TV and newspapers are other categories who receive low grades from customers.  


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How you do... What you do gives us hope in what is perhaps the most comprehensive book published in awhile on the topic of transforming your culture into one that is renowned for Service Excellence. 

"How You Do What You Do", by Bob Livingston

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