The Experiences that satisfy consumers, 2009 : US consumers rate firms'web, phone, and in-person interactions
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| Tag | 1 | 2 | Value |
|---|---|---|---|
| LDR | 00000nam a22000004b 4500 | ||
| 001 | MAP20090056374 | ||
| 003 | MAP | ||
| 005 | 20220901134218.0 | ||
| 008 | 090429s2009 usa|||| ||| ||eng d | ||
| 040 | $aMAP$bspa | ||
| 084 | $a217 | ||
| 245 | 1 | 4 | $aThe Experiences that satisfy consumers, 2009$b : US consumers rate firms'web, phone, and in-person interactions$cby Bruce D. Temkin... [et al.] |
| 260 | $aCambridge$bForrester Research$c2009 | ||
| 490 | 1 | $aFor Customer experience professionals | |
| 520 | $aHow well do experiences meet the needs of customers? Not very well. A survey of more than 4,500 US consumers shows a low level of satisfaction with Web, phone, and in-person interactions across 12 different industries. It turns out that Web interactions have the highest satisfaction levels in five of the industries. But there are differences across industries, companies, and consumers. Banks and credit card issuers provide the best Web experiences; USAA, a credit union, and Amazon.com come out on top when it comes to phone interactions; and Gen Yers are often the least satisfied with all types of interactions. Given these results, companies should use Scenario Design to improve their interactions | ||
| 650 | 1 | $0MAPA20080615307$aSatisfacción del cliente | |
| 650 | 1 | $0MAPA20080602406$aMarketing estratégico | |
| 650 | 1 | $0MAPA20080594602$aAnálisis de mercados | |
| 650 | 1 | $0MAPA20080546991$aEmpresas | |
| 650 | 1 | $0MAPA20080547738$aInternet | |
| 650 | 1 | $0MAPA20080650193$aInformación al cliente | |
| 650 | 1 | $0MAPA20080593483$aServicio al cliente | |
| 650 | $0MAPA20190001328$aMárketing de la empresa de seguros | ||
| 650 | $0MAPA20080595296$aComercio electrónico | ||
| 651 | 1 | $0MAPA20080638337$aEstados Unidos | |
| 700 | 1 | $0MAPA20080180690$aTemkin, Bruce D. | |
| 710 | 2 | $0MAPA20080436582$aForrester | |
| 830 | 0 | $0MAPA20080528355$aFor Customer experience professionals |