Pesquisa de referências

Winning with superior customer experiences

<?xml version="1.0" encoding="UTF-8"?><modsCollection xmlns="http://www.loc.gov/mods/v3" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-8.xsd">
<mods version="3.8">
<titleInfo>
<title>Winning with superior customer experiences</title>
</titleInfo>
<name type="personal" usage="primary" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080023393">
<namePart>Doyle, Bill</namePart>
<nameIdentifier>MAPA20080023393</nameIdentifier>
</name>
<name type="personal" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080135843">
<namePart>Johnson, Carrie</namePart>
<nameIdentifier>MAPA20080135843</nameIdentifier>
</name>
<name type="personal" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080057473">
<namePart>Tesch, Brian</namePart>
<nameIdentifier>MAPA20080057473</nameIdentifier>
</name>
<name type="corporate" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080436582">
<namePart>Forrester</namePart>
<nameIdentifier>MAPA20080436582</nameIdentifier>
</name>
<typeOfResource>text</typeOfResource>
<originInfo>
<place>
<placeTerm type="code" authority="marccountry">usa</placeTerm>
</place>
<issuance>monographic</issuance>
<place>
<placeTerm type="text">Cambridge</placeTerm>
</place>
<publisher>Forrester Research, Inc.</publisher>
<dateIssued>2007</dateIssued>
</originInfo>
<language>
<languageTerm type="code" authority="iso639-2b">eng</languageTerm>
</language>
<physicalDescription>
<form authority="marcform">print</form>
<extent>9 p. graf</extent>
</physicalDescription>
<abstract displayLabel="Summary">The company leaders who spoke at Forresters Finance Forum 2007 agree: to keep the customers that they have and to win new ones on today¿s terms, firms need to dramatically raise the bar on customer experience. Ellyn McColgan, former president of Fidelity Brokerage, discussed the company¿s decision to offer advice to help customers make their next best decision TD Banknorth Chairman Bill Ryan enumerated the economic benefits of extending branch hours. Sun Life Financial US President Bob Salipante described his firm¿s focus on the end customer, not just on the intermediaries who sell Sun Life¿s products. Lou Carbone, founder and chief experience officer of Experience Engineering, argued that successful firms systematically design experience clues to create feelings that emotionally engage customers.</abstract>
<note type="statement of responsibility">Bill Doyle with Carrie Johnson and Brian Tesch</note>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080562342">
<topic>Estadísticas</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080601324">
<topic>Entidades financieras</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080606091">
<topic>Estrategia empresarial</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080615307">
<topic>Satisfacción del cliente</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080614126">
<topic>Fidelización de clientes</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080571566">
<topic>Casos prácticos</topic>
</subject>
<classification authority="">922.112.1</classification>
<relatedItem type="series" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080534165">
<titleInfo>
<title>For eBusiness, channel & product management professionals</title>
</titleInfo>
</relatedItem>
<recordInfo>
<recordContentSource authority="marcorg">MAP</recordContentSource>
<recordCreationDate encoding="marc">070907</recordCreationDate>
<recordChangeDate encoding="iso8601">20191202112047.0</recordChangeDate>
<recordIdentifier source="MAP">MAP20089003747</recordIdentifier>
<languageOfCataloging>
<languageTerm type="code" authority="iso639-2b">spa</languageTerm>
</languageOfCataloging>
</recordInfo>
</mods>
</modsCollection>