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Customer experience index snapshot : credit card providers

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<titleInfo>
<title>Customer experience index snapshot</title>
<subTitle> : credit card providers</subTitle>
</titleInfo>
<name type="personal" usage="primary" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080180690">
<namePart>Temkin, Bruce D.</namePart>
<nameIdentifier>MAPA20080180690</nameIdentifier>
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<name type="personal" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080099305">
<namePart>Geller, Steven</namePart>
<nameIdentifier>MAPA20080099305</nameIdentifier>
</name>
<name type="personal" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080648633">
<namePart>Melnikova, Olga</namePart>
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<name type="corporate" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080436582">
<namePart>Forrester</namePart>
<nameIdentifier>MAPA20080436582</nameIdentifier>
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<place>
<placeTerm type="code" authority="marccountry">usa</placeTerm>
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<issuance>monographic</issuance>
<place>
<placeTerm type="text">Cambridge</placeTerm>
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<publisher>Forrester Research</publisher>
<dateIssued>2007</dateIssued>
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<abstract displayLabel="Summary">Forrester 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</abstract>
<note type="statement of responsibility">by Bruce D. Temkin with Steven Geller and Olga Melnikova</note>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080593841">
<topic>Tarjetas de crédito</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080546991">
<topic>Empresas</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080593483">
<topic>Servicio al cliente</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080590819">
<topic>Estudios de opinión</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080638337">
<geographic>Estados Unidos</geographic>
</subject>
<classification authority="">922.112</classification>
<relatedItem type="series" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080528355">
<titleInfo>
<title>For Customer experience professionals</title>
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<recordCreationDate encoding="marc">080918</recordCreationDate>
<recordChangeDate encoding="iso8601">20191202111917.0</recordChangeDate>
<recordIdentifier source="MAP">MAP20080029012</recordIdentifier>
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