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Customer experience index snapshot : credit card providers

Recurso electrónico / electronic resource
MARC record
Tag12Value
LDR  00000nam a22000004b 4500
001  MAP20080029012
003  MAP
005  20191202111917.0
008  080918s2007 usa|||| ||| ||eng d
040  ‎$a‎MAP‎$b‎spa
084  ‎$a‎922.112
1001 ‎$0‎MAPA20080180690‎$a‎Temkin, Bruce D.
24510‎$a‎Customer experience index snapshot‎$b‎ : credit card providers‎$c‎by Bruce D. Temkin with Steven Geller and Olga Melnikova
260  ‎$a‎Cambridge‎$b‎Forrester Research‎$c‎2007
4901 ‎$a‎For Customer experience professionals
520  ‎$a‎Forrester asked nearly 5,000 US consumers about their interactions with a variety of companies to gauge the usefulness, usability, and enjoyability of their experiences. Based on these consumer responses, we calculated the Customer Experience Index (CxPi) for 112 firms in nine industries. In this document, we take a closer look at the 11 credit card providers included in the index. Some of our findings: credit card providers ended up fourth out of nine industries, American Express led the way in the rankings, and none of the firms delivered enjoyable interactions
650 1‎$0‎MAPA20080593841‎$a‎Tarjetas de crédito
650 1‎$0‎MAPA20080546991‎$a‎Empresas
650 1‎$0‎MAPA20080593483‎$a‎Servicio al cliente
650 1‎$0‎MAPA20080590819‎$a‎Estudios de opinión
651 1‎$0‎MAPA20080638337‎$a‎Estados Unidos
7001 ‎$0‎MAPA20080099305‎$a‎Geller, Steven
7001 ‎$0‎MAPA20080648633‎$a‎Melnikova, Olga
7102 ‎$0‎MAPA20080436582‎$a‎Forrester
830 0‎$0‎MAPA20080528355‎$a‎For Customer experience professionals