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Customer experience index, 2010 : consumers rate the customer experience across 133 large US firms

Recurso electrónico / electronic resource
MARC record
Tag12Value
LDR  00000nam a22000004b 4500
001  MAP20100002841
003  MAP
005  20191202111918.0
008  080918s2010 usa|||| ||| ||eng d
040  ‎$a‎MAP‎$b‎spa‎$d‎MAP
084  ‎$a‎922.112.1
1001 ‎$0‎MAPA20080180690‎$a‎Temkin, Bruce D.
24510‎$a‎Customer experience index, 2010‎$b‎ : consumers rate the customer experience across 133 large US firms‎$c‎by Bruce D. Temkin with William Chu and Shelby Catino
260  ‎$a‎Cambridge‎$b‎Forrester Research‎$c‎2010
4901 ‎$a‎For Customer experience professionals
520  ‎$a‎Forrester asked more than 4,600 US consumers about their interactions with a variety of companies, gauging the usefulness, ease of use, and enjoyability of those experiences. Based on these consumer responses, we calculated the Customer Experience Index (CxPi) for 133 firms in 14 different industries. Barnes & Noble, Marriott Hotels & Resorts, and Hampton Inn/Suites topped the rankings, while Charter Communications took the bottom spot for the third year in a row. Only 13 of the firms wound up with excellent ratings and 45 were poor or very poor. At an industry level, retailers, hotels, and parcel shipping firms ended in the top spots for all categories, while health insurance plans, TV service providers, and Internet service providers ended up at the bottom. Led by Liberty Mutual Insurance, Comfort Inn, Sprint, and Time Warner Cable, 22 companies made significant improvements over last years results. Theres a lot of opportunity for companies to drive better business results by improving their customer experience management efforts. How? By charting a course toward Experience-Based Differentiation (EBD)
650 1‎$0‎MAPA20080597504‎$a‎Marketing relacional
650 1‎$0‎MAPA20080589189‎$a‎Atención al cliente
650 1‎$0‎MAPA20080593483‎$a‎Servicio al cliente
650 1‎$0‎MAPA20080590819‎$a‎Estudios de opinión
7001 ‎$0‎MAPA20090013520‎$a‎Chu, William
7001 ‎$0‎MAPA20100002766‎$a‎Catino, Shelby
7102 ‎$0‎MAPA20080436582‎$a‎Forrester
830 0‎$0‎MAPA20080528355‎$a‎For Customer experience professionals