Centro de Documentacion de Fundación MAPFRE - Customer experience index snapshot : banking

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<title>Customer experience index snapshot</title>
<subTitle> : banking</subTitle>
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<name type="personal" usage="primary" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080180690">
<namePart>Temkin, Bruce D.</namePart>
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<namePart>Geller, Steven</namePart>
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<namePart>Melnikova, Olga</namePart>
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<namePart>Forrester</namePart>
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<placeTerm type="code" authority="marccountry">usa</placeTerm>
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<issuance>monographic</issuance>
<place>
<placeTerm type="text">Cambridge</placeTerm>
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<publisher>Forrester Research</publisher>
<dateIssued>2007</dateIssued>
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<abstract displayLabel="Summary">Forrester asked nearly 5,000 consumers about their interactions with a variety of companies to gauge the usefulness, usability, and enjoyability of their experiences. Based on these consumer responses, we calculated the Customer Experience Index (CxPi) for 112 firms in nine industries. In this document, we take a closer look at the 14 US banks included in the index. Some of our findings: credit unions led allother banks in the overall rankings, BB&T and Citizens Bank received high grades for usefulness, and most banks did poorly when it came to enjoyability </abstract>
<note type="statement of responsibility">by Bruce D. Temkin with Steven Geller and Olga Melnikova</note>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080538217">
<topic>Banca</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080597504">
<topic>Marketing relacional</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080589189">
<topic>Atención al cliente</topic>
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<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080593483">
<topic>Servicio al cliente</topic>
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<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080590819">
<topic>Estudios de opinión</topic>
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<classification authority="">922.112.1</classification>
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<titleInfo>
<title>For Customer experience professionals</title>
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<recordCreationDate encoding="marc">080924</recordCreationDate>
<recordChangeDate encoding="iso8601">20191202111916.0</recordChangeDate>
<recordIdentifier source="MAP">MAP20080031787</recordIdentifier>
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