Centro de Documentacion de Fundación MAPFRE - The Strength of customer relationships : examining consumer loyalty to 112 companies across nine industries

MAP20080023614

The Strength of customer relationships : examining consumer loyalty to 112 companies across nine industries / by Bruce D. Temkin with Olga Melnikova and Steven Geller. — Cambridge : Forrester Research, 2008

(For Customer experience professionals)

Sumario: How loyal are consumers? We examined this question by asking nearly 5,000 US consumers about their intentions for doing business with 112 firms across these nine industries: banks, credit card providers, health plans, insurance firms, Internet service providers, investment firms, retailers, TV service providers, and wireless carriers. Our analysis reveals that retailers have the most loyal consumers while banks have the least loyal consumers. When looking at how individual companies compared with their industry averages, credit unions came out on top and Sprint-Nextel came out on the bottom

1. Marketing de relaciones . 2. Servicio al cliente . 3. Fidelización de clientes . 4. Sectores económicos . 5. Estudios de opinión . 6. Estados Unidos . I. Melnikova, Olga . II. Geller, Steven . III. Forrester . IV. For Customer experience professionals . V. Title.