The Experiences that satisfy consumers, 2009 : US consumers rate firms'web, phone, and in-person interactions

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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: How well do experiences meet the needs of customers? Not very well. A survey of more than 4,500 US consumers shows a low level of satisfaction with Web, phone, and in-person interactions across 12 different industries. It turns out that Web interactions have the highest satisfaction levels in five of the industries. But there are differences across industries, companies, and consumers. Banks and credit card issuers provide the best Web experiences; USAA, a credit union, and Amazon.com come out on top when it comes to phone interactions; and Gen Yers are often the least satisfied with all types of interactions. Given these results, companies should use Scenario Design to improve their interactions</dc:description>
<dc:identifier>https://documentacion.fundacionmapfre.org/documentacion/publico/es/bib/112024.do</dc:identifier>
<dc:language>eng</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">Satisfacción del cliente</dc:subject>
<dc:subject xml:lang="es">Marketing estratégico</dc:subject>
<dc:subject xml:lang="es">Análisis de mercados</dc:subject>
<dc:subject xml:lang="es">Empresas</dc:subject>
<dc:subject xml:lang="es">Internet</dc:subject>
<dc:subject xml:lang="es">Información al cliente</dc:subject>
<dc:subject xml:lang="es">Servicio al cliente</dc:subject>
<dc:subject xml:lang="es">Márketing de la empresa de seguros</dc:subject>
<dc:subject xml:lang="es">Comercio electrónico</dc:subject>
<dc:subject xml:lang="es">Estados Unidos</dc:subject>
<dc:type xml:lang="es">Books</dc:type>
<dc:title xml:lang="es">The Experiences that satisfy consumers, 2009 : US consumers rate firms'web, phone, and in-person interactions</dc:title>
<dc:relation xml:lang="es">For Customer experience professionals</dc:relation>
<dc:coverage xml:lang="es">Estados Unidos</dc:coverage>
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