How four firms measure customer experience across the enterprise
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| Tag | 1 | 2 | Valor |
|---|---|---|---|
| LDR | 00000cam a22000004b 4500 | ||
| 001 | MAP20100005057 | ||
| 003 | MAP | ||
| 005 | 20191202111943.0 | ||
| 008 | 100201s2010 usa|||| ||| ||eng d | ||
| 040 | $aMAP$bspa$dMAP | ||
| 084 | $a217 | ||
| 100 | 1 | $0MAPA20100003978$aBurns, Megan | |
| 245 | 1 | 0 | $aHow four firms measure customer experience across the enterprise $cby Megan Burns with Harley Manning and Shelby Catino |
| 260 | $aCambridge$bForrester Research$c2010 | ||
| 490 | 0 | $aFor customer experience professionals | |
| 520 | $aChief customer experience officers (CC/EOs) need a set of metrics in order to benchmark and manage their firms enterprisewide customer experience. To understand which metrics theyre using today, Forrester interviewed top customer experience professionals at companies in the travel, healthcare, banking, and insurance industries. Our research shows that firms use a mix of metrics that captures what actually happened during customer interactions, how customers perceived those interactions, and what they will do as a result of the interactions. Looking forward, we expect customer experience measurement programs at these and other firms to connect more tightly to company financials, expand across industries and disciplines, and leverage the social media groundswell | ||
| 650 | 1 | $0MAPA20080593483$aServicio al cliente | |
| 650 | 1 | $0MAPA20080590567$aEmpresas de seguros | |
| 650 | 1 | $0MAPA20080620356$aRelaciones interpersonales | |
| 650 | 1 | $0MAPA20080591977$aMétodos de medición | |
| 650 | 1 | $0MAPA20080604738$aAnálisis transaccional | |
| 650 | 1 | $0MAPA20080601324$aEntidades financieras | |
| 650 | $0MAPA20190001328$aMárketing de la empresa de seguros | ||
| 700 | 1 | $0MAPA20080648091$aManning, Harley | |
| 700 | 1 | $0MAPA20100002766$aCatino, Shelby | |
| 710 | 2 | $0MAPA20080436582$aForrester | |
| 830 | 0 | $0MAPA20080528355$aFor Customer experience professionals |