Centro de Documentacion de Fundación MAPFRE - Consumers expect poor service experiences : customer service expectations across 10 industries and five generations

MAP20090103542

Consumers expect poor service experiences : customer service expectations across 10 industries and five generations / by Bruce D. Temkin... [et al.]. — Cambridge : Forrester Research, 2009

(For customer experience professionals)

Sumario: Most customers say they prioritize service over price when choosing to do business with a company. But consumers expect a poor experience when trying to resolve a customer service issue. Expectations are not the same across industries. Consumers expect the best service from retailers, banks, and hotels, and they expect the poorest service from computer makers and health insurers. Seniors have the highest expectations, except when it comes to technology products. Helping customers resolve issues represents a key moment of truth for customer experience efforts

1. Servicio al cliente . 2. Seguro de salud . 3. Empresas de seguros . 4. Marketing de servicios . 5. Márketing de la empresa de seguros . I. Temkin, Bruce D. . II. Forrester . III. For Customer experience professionals .