How to deliver an outstanding customer experience : the customer experience index, 2008

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<subTitle> : the customer experience index, 2008</subTitle>
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<namePart>Band, William A.</namePart>
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<publisher>Forrester Research</publisher>
<dateIssued>2009</dateIssued>
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<abstract displayLabel="Summary">Keeping customers happy directly affects the top and bottom lines. Because of this, Forrester asked nearly 5,000 consumers about their interactions with a variety of companies, gauging the usefulness, ease of use, and enjoyability of those experiences. Based on these consumer responses, we calculated the Customer Experience Index for 114 firms in 12 different industries. The results provide CRM professionals with insights for how improve the quality of customer contacts and become a preferred choice in their markets</abstract>
<note type="statement of responsibility">an introduction by William Band</note>
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