Centro de Documentacion de Fundación MAPFRE - The State of customer experience, 2009 : customer experience management enters into adolescence

MAP20090056381

The State of customer experience, 2009 : customer experience management enters into adolescence / by Bruce D. Temkin... [et al.]. — Cambridge : Forrester Research, 2009

(For Customer experience professionals)

Sumario: Executives have been saying for awhile that customer experience is important. Only recently, however, have many of them begun to understand its direct link with loyalty. As a result, companies are starting to develop more disciplined approaches to customer experience management. But they have a long way to go. When we examined responses to our Experience-Based Differentiation (EBD) self-test, it was clear that many organizations are pretty low on the customer experience maturity scale. Thats why there are significant opportunities for improvement, especially when it comes to Web sites 60% of which failed our evaluations in 2008. So where is customer experience today? In its adolescence. Customer experience management will need nurturing and patience over the next few formative years

1. Fidelización de clientes . 2. Marketing estratégico . 3. Atención al cliente . 4. Opinión del cliente . 5. Organizaciones . 6. Servicio al cliente . 7. Adolescentes . 8. Jóvenes . I. Temkin, Bruce D. . II. Forrester . III. For Customer experience professionals . IV. Título.