Centro de Documentacion de Fundación MAPFRE - Customer experience boost revenue : modest improvements can bring in $177 million to $311 million per year

MAP20090103795

Customer experience boost revenue : modest improvements can bring in $177 million to $311 million per year / by Bruce D. Temkin, with William Chu and Angela Beckers. — Cambridge : Forrester Research, 2009

(For Customer experience professionals)

Sumario: Forresters previous research has shown a high correlation between customer experience and three key elements of loyal behavior: willingness to buy more, reluctance to switch, and likelihood to recommend. But how does that affect a companys bottom line? To answer that question, we looked at the percentage of loyal customers within the customer bases of more than 100 companies

1. Fidelización de clientes . 2. Servicio al cliente . 3. Captación de clientes . 4. Satisfacción del cliente . 5. Márketing de la empresa de seguros . I. Chu, William . II. Beckers, Angela . III. Forrester . IV. For Customer experience professionals . V. Título.