H-E-B is top retailer for customer experience excellence

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H-E-B is top retailer for customer experience excellence

10/15/2019
H-E-B has received high marks for its customer service, an important intangible store brand.

H-E-B, Costco Wholesale and Amazon are three brands "that stand out from the rest of the pack" for customer service, according to a new KPMG report titled, “The Connected Experience — U.S. Customer Experience Excellence Report.”

“Brands with a strong commitment to personalizing customer experience (CX) and that consistently deliver high-quality CX reap the rewards of customer loyalty,” the report said.

San Antonio-based grocer H-E-B finished second to the Navy Federal Credit Union in a ranking of the top 10 U.S. brands and was the top retailer, according to the study. Seattle-based Amazon finished sixth and Issaquah, Wash.-based Costco finished eighth and were the only other retailers in the top 10.

“Leading organizations in our research are delivering exceptional experience across the customer lifecycle, and have been successful in building unique emotional connections with their customers,” said Julio Hernandez, who leads market researcher KPMG’s U.S. Customer Advisory practice. “Organizations that move beyond the ‘consumer’ to the ‘individual,’ with a focus on purpose and personalization, achieve greater customer loyalty — which can translate to sustainable financial gains, increased profitability and enhanced shareholder value.” 

According to KPMG, U.S. organizations are making steady progress this year with the U.S. CX score increasing to 7.71 out of 10 in 2019 from 7.65 out of 10 in 2018.

Thanks to H-E-B, Amazon and Costco, grocery retail was the top-ranked industry in the report in terms of customer experience excellence.

To learn more about the findings of the “The Connected Experience — U.S. Customer Experience Excellence Report,” click here.