Consumers expect poor service experiences : customer service expectations across 10 industries and five generations

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<dc:creator>Temkin, Bruce D.</dc:creator>
<dc:creator>Forrester</dc:creator>
<dc:date>2009</dc:date>
<dc:description xml:lang="es">Sumario: Most customers say they prioritize service over price when choosing to do business with a company. But consumers expect a poor experience when trying to resolve a customer service issue. Expectations are not the same across industries. Consumers expect the best service from retailers, banks, and hotels, and they expect the poorest service from computer makers and health insurers. Seniors have the highest expectations, except when it comes to technology products. Helping customers resolve issues represents a key moment of truth for customer experience efforts</dc:description>
<dc:identifier>https://documentacion.fundacionmapfre.org/documentacion/publico/es/bib/116877.do</dc:identifier>
<dc:language>spa</dc:language>
<dc:publisher>Forrester Research</dc:publisher>
<dc:rights xml:lang="es">InC - http://rightsstatements.org/vocab/InC/1.0/</dc:rights>
<dc:subject xml:lang="es">Servicio al cliente</dc:subject>
<dc:subject xml:lang="es">Seguro de salud</dc:subject>
<dc:subject xml:lang="es">Empresas de seguros</dc:subject>
<dc:subject xml:lang="es">Marketing de servicios</dc:subject>
<dc:subject xml:lang="es">Márketing de la empresa de seguros</dc:subject>
<dc:type xml:lang="es">Livros</dc:type>
<dc:title xml:lang="es">Consumers expect poor service experiences : customer service expectations across 10 industries and five generations</dc:title>
<dc:relation xml:lang="es">For Customer experience professionals</dc:relation>
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