Centro de Documentacion de Fundación MAPFRE - Customer experience index snapshot : banking

Publicación: Cambridge : Forrester Research, 2007Serie: (For Customer experience professionals)Notas: Sumario: Forrester 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 Materia / lugar / evento: Banca Marketing relacional Atención al cliente Servicio al cliente Estudios de opinión Otros autores: Geller, Steven
Melnikova, Olga
Forrester
Serie secundaria: For Customer experience professionals Otras clasificaciones: 922.112.1