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How loyal are consumers? not very : repurchasing, switching, and making recommendations across 12 industries

Recurso electrónico / electronic resource
MARC record
Tag12Value
LDR  00000nam a22000004b 4500
001  MAP20090104730
003  MAP
005  20191202111945.0
008  090428s2009 usa|||| ||| ||eng d
040  ‎$a‎MAP‎$b‎spa‎$d‎MAP
084  ‎$a‎922.112.1
1001 ‎$0‎MAPA20080180690‎$a‎Temkin, Bruce D.
24510‎$a‎How loyal are consumers? not very‎$b‎ : repurchasing, switching, and making recommendations across 12 industries‎$c‎by Bruce D. Temkin, with William Chu and Angela Beckers
260  ‎$a‎Cambridge‎$b‎Forrester Research‎$c‎2009
4901 ‎$a‎For Customer experience professionals
520  ‎$a‎We surveyed more than 4,500 US consumers to find out about the strength of their relationships with companies across 12 industries. Our analysis looked at three areas of loyalty: the willingness to make another purchase, the reluctance to switch business away, and the likelihood to recommend the provider. It turns out that retailers, as an industry, have the highest loyalty levels and TV service providers have the lowest. Our analysis also examined loyalty for 113 firms compared with their industry averages. Some findings: USAA, Southwest Airlines, and Apple have relatively high levels of loyal customers, while US Airways, Sprint, and Radio Shack customers are less loyal. Given that 30% to 40% of consumers arent very loyal, theres enormous upside for customer experience efforts
650 1‎$0‎MAPA20080614126‎$a‎Fidelización de clientes
650 1‎$0‎MAPA20080593483‎$a‎Servicio al cliente
650 1‎$0‎MAPA20080615307‎$a‎Satisfacción del cliente
650 1‎$0‎MAPA20080606091‎$a‎Estrategia empresarial
651 1‎$0‎MAPA20080638337‎$a‎Estados Unidos
7001 ‎$0‎MAPA20090013520‎$a‎Chu, William
7001 ‎$0‎MAPA20090028937‎$a‎Beckers, Angela
7102 ‎$0‎MAPA20080436582‎$a‎Forrester
830 0‎$0‎MAPA20080528355‎$a‎For Customer experience professionals