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

Publication: Cambridge : Forrester Research, 2009Series: (For Customer experience professionals)Notes: 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 pricesMateria / lugar / evento: Fidelización de clientes Servicio al cliente Captación de clientes Satisfacción del cliente Entidades financieras Estudios de mercado Generación Y Márketing de la empresa de seguros Otros autores: Chu, William
Beckers, Angela
Forrester
Secondary series: For Customer experience professionals Other categories: 217