Centro de Documentacion de Fundación MAPFRE

MAP20100002841

Customer experience index, 2010 : consumers rate the customer experience across 133 large US firms / by Bruce D. Temkin with William Chu and Shelby Catino. — Cambridge : Forrester Research, 2010

(For Customer experience professionals)

Sumario: Forrester asked more than 4,600 US consumers about their interactions with a variety of companies, gauging the usefulness, ease of use, and enjoyability of those experiences. Based on these consumer responses, we calculated the Customer Experience Index (CxPi) for 133 firms in 14 different industries. Barnes & Noble, Marriott Hotels & Resorts, and Hampton Inn/Suites topped the rankings, while Charter Communications took the bottom spot for the third year in a row. Only 13 of the firms wound up with excellent ratings and 45 were poor or very poor. At an industry level, retailers, hotels, and parcel shipping firms ended in the top spots for all categories, while health insurance plans, TV service providers, and Internet service providers ended up at the bottom. Led by Liberty Mutual Insurance, Comfort Inn, Sprint, and Time Warner Cable, 22 companies made significant improvements over last years results. Theres a lot of opportunity for companies to drive better business results by improving their customer experience management efforts. How? By charting a course toward Experience-Based Differentiation (EBD)

1. Marketing relacional . 2. Atención al cliente . 3. Servicio al cliente . 4. Estudios de opinión . I. Chu, William . II. Catino, Shelby . III. Forrester . IV. For Customer experience professionals . V. Título.