Centro de Documentacion de Fundación MAPFRE - The Experiences that satisfy consumers, 2009 : US consumers rate firms'web, phone, and in-person interactions

MAP20090056374

The Experiences that satisfy consumers, 2009 : US consumers rate firms'web, phone, and in-person interactions / by Bruce D. Temkin... [et al.]. — Cambridge : Forrester Research, 2009

(For Customer experience professionals)

Sumario: How well do experiences meet the needs of customers? Not very well. A survey of more than 4,500 US consumers shows a low level of satisfaction with Web, phone, and in-person interactions across 12 different industries. It turns out that Web interactions have the highest satisfaction levels in five of the industries. But there are differences across industries, companies, and consumers. Banks and credit card issuers provide the best Web experiences; USAA, a credit union, and Amazon.com come out on top when it comes to phone interactions; and Gen Yers are often the least satisfied with all types of interactions. Given these results, companies should use Scenario Design to improve their interactions

1. Satisfacción del cliente . 2. Marketing estratégico . 3. Análisis de mercados . 4. Empresas . 5. Internet . 6. Información al cliente . 7. Servicio al cliente . 8. Márketing de la empresa de seguros . 9. Comercio electrónico . 10. Estados Unidos . I. Temkin, Bruce D. . II. Forrester . III. For Customer experience professionals . IV. Título.