Centro de Documentacion de Fundación MAPFRE - Service trumps price as consumers get older : consumers priorities for financial institutions, insurers, and retailers

MAP20089003891

Service trumps price as consumers get older : consumers priorities for financial institutions, insurers, and retailers / Bruce D. Temkin with Eric M. Dolan and Steven Geller. — Cambridge : Forrester Research, Inc., 2007

4 p. : graf . — (For Customer experience professionals)

Sumario: Authors asked consumers what they felt was most important when doing business with a number of different types of firms. Their analysis looked at their responses about three sectors (financial services, insurance and retail) across five generations of consumers (Gen Y, Gen X, Younger Boomers, Older Boomers, and Seniors). The bottom line: young consumers really care about low prices, and older consumers really care about good service and the firm's reputation

1. Empresas de seguros . 2. Entidades financieras . 3. Segmentación de clientes . 4. Servicio al cliente . 5. Imagen de marca . 6. Comportamiento del consumidor . 7. Estados Unidos . 8. Márketing de la empresa de seguros . I. Dolan, Eric M. . II. Geller, Steven . III. Forrester . IV. For Customer experience professionals . V. Título.