How customer experience drives word of mouth : consumers talk to more people about their bad experiences
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| Tag | 1 | 2 | Valor |
|---|---|---|---|
| LDR | 00000cam a22000004b 4500 | ||
| 001 | MAP20090104853 | ||
| 003 | MAP | ||
| 005 | 20191202111941.0 | ||
| 008 | 090428s2009 usa|||| ||| ||eng d | ||
| 040 | $aMAP$bspa$dMAP | ||
| 084 | $a922.112.1 | ||
| 100 | 1 | $0MAPA20080180690$aTemkin, Bruce D. | |
| 245 | 1 | 0 | $aHow customer experience drives word of mouth$b : consumers talk to more people about their bad experiences$cby Bruce D. Temkin, with William Chu and Angela Beckers |
| 260 | $aCambridge$bForrester Research$c2009 | ||
| 490 | 1 | $aFor Customer experience professionals | |
| 520 | $aForrester asked more than 4,500 consumers how often they talk about experiences with companies in 12 industries. It turns out that more consumers talk about good experiences than bad experiences with eight of the industries. Retailers and banks have the most consumers saying good things about them, and TV service providers have the most consumers saying bad things. While more consumers are sharing positive feelings, consumers tell more people about a bad experience than they tell about a good experience. This negative bias is worst for airlines. As it turns out, Gen Xers and Older Boomers share news about a negative experience most frequently | ||
| 650 | 1 | $0MAPA20080614126$aFidelización de clientes | |
| 650 | 1 | $0MAPA20080593483$aServicio al cliente | |
| 650 | 1 | $0MAPA20080615307$aSatisfacción del cliente | |
| 650 | 1 | $0MAPA20080606091$aEstrategia empresarial | |
| 700 | 1 | $0MAPA20090013520$aChu, William | |
| 700 | 1 | $0MAPA20090028937$aBeckers, Angela | |
| 710 | 2 | $0MAPA20080436582$aForrester | |
| 830 | 0 | $0MAPA20080528355$aFor Customer experience professionals |