Búsqueda

Customer advocacy 2007 : how customers rate banks, brokerages, insurers, and credit card issuers

<?xml version="1.0" encoding="UTF-8"?><modsCollection xmlns="http://www.loc.gov/mods/v3" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-8.xsd">
<mods version="3.8">
<titleInfo>
<title>Customer advocacy 2007</title>
<subTitle> : how customers rate banks, brokerages, insurers, and credit card issuers</subTitle>
</titleInfo>
<name type="personal" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080023393">
<namePart>Doyle, Bill</namePart>
<nameIdentifier>MAPA20080023393</nameIdentifier>
</name>
<name type="corporate" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080436582">
<namePart>Forrester</namePart>
<nameIdentifier>MAPA20080436582</nameIdentifier>
</name>
<typeOfResource>text</typeOfResource>
<originInfo>
<place>
<placeTerm type="code" authority="marccountry">usa</placeTerm>
</place>
<issuance>monographic</issuance>
<place>
<placeTerm type="text">Cambridge</placeTerm>
</place>
<publisher>Forrester Research, Inc.</publisher>
<dateIssued>2007</dateIssued>
</originInfo>
<language>
<languageTerm type="code" authority="iso639-2b">eng</languageTerm>
</language>
<physicalDescription>
<form authority="marcform">print</form>
<extent>6 p. graf</extent>
</physicalDescription>
<abstract displayLabel="Summary">Customer advocacy drives real loyalty - a willingness to buy and borrow more from, and save and invest more with, a firm that a consumer already uses. When consumers rate their financial institutions on customer advocacy, insurers rank highest, led by USAA. Many brokerages, especially full-service firms like A.G. Edwards, were rated higher this year than last. The largest US banks continue to bring up the rear, their credit card operations scoring just as poorly as their banking operations. Top-rated firms like credit unions, on the other hand, manifest customer advocacy by emphasizing product independence and delivering solutions that take the whole customer relationship into account.</abstract>
<note type="statement of responsibility">Bill Doyle [et al.]</note>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080562342">
<topic>Estadísticas</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080601324">
<topic>Entidades financieras</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="MAPA20080606091">
<topic>Estrategia empresarial</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080603182">
<topic>Productos financieros</topic>
</subject>
<classification authority="">922.112.1</classification>
<relatedItem type="series" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080534165">
<titleInfo>
<title>For eBusiness, channel & product management professionals</title>
</titleInfo>
</relatedItem>
<recordInfo>
<recordContentSource authority="marcorg">MAP</recordContentSource>
<recordCreationDate encoding="marc">070907</recordCreationDate>
<recordChangeDate encoding="iso8601">20191202111910.0</recordChangeDate>
<recordIdentifier source="MAP">MAP20089003754</recordIdentifier>
<languageOfCataloging>
<languageTerm type="code" authority="iso639-2b">spa</languageTerm>
</languageOfCataloging>
</recordInfo>
</mods>
</modsCollection>