Centro de Documentacion de Fundación MAPFRE - Customer service trumps price : US consumers pick good customer service over low prices in 12 industries

MAP20090104723

Customer service trumps price : US consumers pick good customer service over low prices in 12 industries / by Bruce D. Temkin, with William Chu and Angela Beckers. — Cambridge : Forrester Research, 2009

(For Customer experience professionals)

Sumario: Forrester asked nearly 4,600 consumers how they choose the companies they do business with. Across all 12 industries we examined, good customer service was more important than low prices; the largest gaps were uncovered for banks, investment firms, and health insurance plans. While customer service is a critical element across industries, Gen Y consumers were the least enamored with good service, and Younger Boomers were the most interested in low prices

1. Fidelización de clientes . 2. Servicio al cliente . 3. Captación de clientes . 4. Satisfacción del cliente . 5. Entidades financieras . 6. Estudios de mercado . 7. Generación Y . 8. Márketing de la empresa de seguros . I. Chu, William . II. Beckers, Angela . III. Forrester . IV. For Customer experience professionals . V. Título.