Consumers don't enjoy their insurers : consumers provide feefback on auto and health insurers
<?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.loc.gov/MARC21/slim http://www.loc.gov/standards/marcxml/schema/MARC21slim.xsd">
<record>
<leader>00000nam a22000004b 4500</leader>
<controlfield tag="001">MAP20080031862</controlfield>
<controlfield tag="003">MAP</controlfield>
<controlfield tag="005">20191202111907.0</controlfield>
<controlfield tag="008">080924s2007 usa|||| ||| ||eng d</controlfield>
<datafield tag="040" ind1=" " ind2=" ">
<subfield code="a">MAP</subfield>
<subfield code="b">spa</subfield>
</datafield>
<datafield tag="084" ind1=" " ind2=" ">
<subfield code="a">217</subfield>
</datafield>
<datafield tag="100" ind1="1" ind2=" ">
<subfield code="0">MAPA20080180690</subfield>
<subfield code="a">Temkin, Bruce D.</subfield>
</datafield>
<datafield tag="245" ind1="1" ind2="0">
<subfield code="a">Consumers don't enjoy their insurers</subfield>
<subfield code="b"> : consumers provide feefback on auto and health insurers</subfield>
<subfield code="c">by Bruce D. Temkin with Olga Melnikova and Steven Geller</subfield>
</datafield>
<datafield tag="260" ind1=" " ind2=" ">
<subfield code="a">Cambridge</subfield>
<subfield code="b">Forrester Research</subfield>
<subfield code="c">2007</subfield>
</datafield>
<datafield tag="490" ind1="1" ind2=" ">
<subfield code="a">For Customer experience professionals</subfield>
</datafield>
<datafield tag="520" ind1=" " ind2=" ">
<subfield code="a">Forrester asked consumers how much they enjoy doing business with their auto and health insurers. Health insurers have more customers who dont enjoy their interactions than auto insurers, but both types of institutions are plagued by customer experience problems. The data highlight that these insurers need less complicated offerings. When looking across generations of consumers, Gen Y reports the most problems with each type of firm. How can insurers increase satisfaction among younger consumers? By designing products that appeal to the unique characteristics of Gen Y users</subfield>
</datafield>
<datafield tag="650" ind1=" " ind2="1">
<subfield code="0">MAPA20080590567</subfield>
<subfield code="a">Empresas de seguros</subfield>
</datafield>
<datafield tag="650" ind1=" " ind2="1">
<subfield code="0">MAPA20080551636</subfield>
<subfield code="a">Marketing</subfield>
</datafield>
<datafield tag="650" ind1=" " ind2="1">
<subfield code="0">MAPA20080593483</subfield>
<subfield code="a">Servicio al cliente</subfield>
</datafield>
<datafield tag="650" ind1=" " ind2="1">
<subfield code="0">MAPA20080573867</subfield>
<subfield code="a">Seguro de salud</subfield>
</datafield>
<datafield tag="650" ind1=" " ind2="1">
<subfield code="0">MAPA20080603779</subfield>
<subfield code="a">Seguro de automóviles</subfield>
</datafield>
<datafield tag="650" ind1=" " ind2="1">
<subfield code="0">MAPA20080615307</subfield>
<subfield code="a">Satisfacción del cliente</subfield>
</datafield>
<datafield tag="650" ind1=" " ind2="1">
<subfield code="0">MAPA20080590819</subfield>
<subfield code="a">Estudios de opinión</subfield>
</datafield>
<datafield tag="650" ind1=" " ind2=" ">
<subfield code="0">MAPA20190001328</subfield>
<subfield code="a">Márketing de la empresa de seguros</subfield>
</datafield>
<datafield tag="700" ind1="1" ind2=" ">
<subfield code="0">MAPA20080648633</subfield>
<subfield code="a">Melnikova, Olga</subfield>
</datafield>
<datafield tag="700" ind1="1" ind2=" ">
<subfield code="0">MAPA20080099305</subfield>
<subfield code="a">Geller, Steven</subfield>
</datafield>
<datafield tag="710" ind1="2" ind2=" ">
<subfield code="0">MAPA20080436582</subfield>
<subfield code="a">Forrester</subfield>
</datafield>
<datafield tag="830" ind1=" " ind2="0">
<subfield code="0">MAPA20080528355</subfield>
<subfield code="a">For Customer experience professionals</subfield>
</datafield>
</record>
</collection>