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

Publication: Cambridge : Forrester Research, 2009Series: (For Customer experience professionals)Notes: 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 yearsMateria / lugar / evento: Fidelización de clientes Marketing estratégico Atención al cliente Opinión del cliente Organizaciones Servicio al cliente Adolescentes Jóvenes Otros autores: Temkin, Bruce D.
Forrester
Secondary series: For Customer experience professionals Other categories: 922.112