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Customer experience index snapshot : banking

Recurso electrónico / electronic resource
Registro MARC
Tag12Valor
LDR  00000nam a22000004b 4500
001  MAP20080031787
003  MAP
005  20191202111916.0
008  080924s2007 usa|||| ||| ||eng d
040  ‎$a‎MAP‎$b‎spa
084  ‎$a‎922.112.1
1001 ‎$0‎MAPA20080180690‎$a‎Temkin, Bruce D.
24510‎$a‎Customer experience index snapshot‎$b‎ : banking‎$c‎by Bruce D. Temkin with Steven Geller and Olga Melnikova
260  ‎$a‎Cambridge‎$b‎Forrester Research‎$c‎2007
4901 ‎$a‎For Customer experience professionals
520  ‎$a‎Forrester asked nearly 5,000 consumers about their interactions with a variety of companies to gauge the usefulness, usability, and enjoyability of their experiences. Based on these consumer responses, we calculated the Customer Experience Index (CxPi) for 112 firms in nine industries. In this document, we take a closer look at the 14 US banks included in the index. Some of our findings: credit unions led allother banks in the overall rankings, BB&T and Citizens Bank received high grades for usefulness, and most banks did poorly when it came to enjoyability
650 1‎$0‎MAPA20080538217‎$a‎Banca
650 1‎$0‎MAPA20080597504‎$a‎Marketing relacional
650 1‎$0‎MAPA20080589189‎$a‎Atención al cliente
650 1‎$0‎MAPA20080593483‎$a‎Servicio al cliente
650 1‎$0‎MAPA20080590819‎$a‎Estudios de opinión
7001 ‎$0‎MAPA20080099305‎$a‎Geller, Steven
7001 ‎$0‎MAPA20080648633‎$a‎Melnikova, Olga
7102 ‎$0‎MAPA20080436582‎$a‎Forrester
830 0‎$0‎MAPA20080528355‎$a‎For Customer experience professionals