Customer service trumps price : US consumers pick good customer service over low prices in 12 industries

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<title>Customer service trumps price</title>
<subTitle> : US consumers pick good customer service over low prices in 12 industries</subTitle>
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<namePart>Temkin, Bruce D.</namePart>
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<namePart>Chu, William</namePart>
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<namePart>Beckers, Angela</namePart>
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<publisher>Forrester Research</publisher>
<dateIssued>2009</dateIssued>
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<abstract displayLabel="Summary">Forrester asked nearly 4,600 consumers how they choose the companies they do business with. Across all 12 industries we examined, good customer service was more important than low prices; the largest gaps were uncovered for banks, investment firms, and health insurance plans. While customer service is a critical element across industries, Gen Y consumers were the least enamored with good service, and Younger Boomers were the most interested in low prices</abstract>
<note type="statement of responsibility">by Bruce D. Temkin, with William Chu and Angela Beckers</note>
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<topic>Fidelización de clientes</topic>
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<topic>Servicio al cliente</topic>
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<topic>Satisfacción del cliente</topic>
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<topic>Entidades financieras</topic>
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<topic>Estudios de mercado</topic>
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<topic>Generación Y</topic>
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<topic>Márketing de la empresa de seguros</topic>
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<title>For Customer experience professionals</title>
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