Customer experience and loyalty : a closer look
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| Tag | 1 | 2 | Value |
|---|---|---|---|
| LDR | 00000cam a22000004b 4500 | ||
| 001 | MAP20090056176 | ||
| 003 | MAP | ||
| 005 | 20191202111914.0 | ||
| 008 | 090428s2009 usa|||| ||| ||eng d | ||
| 040 | $aMAP$bspa$dMAP | ||
| 084 | $a217 | ||
| 100 | 1 | $0MAPA20080180690$aTemkin, Bruce D. | |
| 245 | 1 | 0 | $aCustomer experience and loyalty$b : a closer look$cby Bruce D. Temkin, with William Chu and Steven Geller |
| 260 | $aCambridge$bForrester Research$c2009 | ||
| 490 | 1 | $aFor Customer experience professionals | |
| 520 | $aForrester examined the correlation between customer experience and loyalty across 12 industries: airlines, banks, cell phone service providers, credit card providers, hotels, insurance firms, Internet service providers, investment firms, medical insurance companies, PC manufacturers, retailers, and TV service providers. Our analysis looked at how three elements of customer experience (meeting needs, being easy to work with, and enjoyability) correlate with three components of loyalty (repurchase plans, reluctance to switch, and likelihood to recommend). We found that meeting customer needs links the most with repurchasing and enjoyability links the most with the likelihood to recommend. It also turns out that industries have different loyalty profiles. For instance, retailers and health insurers can influence loyalty the most by meeting customer needs while banks and hotels can affect customer repurchase plans from all elements of customer experience | ||
| 650 | 1 | $0MAPA20080614126$aFidelización de clientes | |
| 650 | 1 | $0MAPA20080593483$aServicio al cliente | |
| 650 | 1 | $0MAPA20080600167$aCaptación de clientes | |
| 650 | 1 | $0MAPA20080615307$aSatisfacción del cliente | |
| 650 | $0MAPA20190001328$aMárketing de la empresa de seguros | ||
| 700 | 1 | $0MAPA20090013520$aChu, William | |
| 700 | 1 | $0MAPA20080099305$aGeller, Steven | |
| 710 | 2 | $0MAPA20080436582$aForrester | |
| 830 | 0 | $0MAPA20080528355$aFor Customer experience professionals |