How four firms measure customer experience across the enterprise

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MARC record
LDR  00000cam a22000004b 4500
001  MAP20100005057
003  MAP
005  20191202111943.0
008  100201s2010 usa|||| ||| ||eng d
040  ‎$a‎MAP‎$b‎spa‎$d‎MAP
084  ‎$a‎217
1001 ‎$0‎MAPA20100003978‎$a‎Burns, Megan
24510‎$a‎How four firms measure customer experience across the enterprise ‎$c‎by Megan Burns with Harley Manning and Shelby Catino
260  ‎$a‎Cambridge‎$b‎Forrester Research‎$c‎2010
4900 ‎$a‎For customer experience professionals
520  ‎$a‎Chief customer experience officers (CC/EOs) need a set of metrics in order to benchmark and manage their firms enterprisewide customer experience. To understand which metrics theyre using today, Forrester interviewed top customer experience professionals at companies in the travel, healthcare, banking, and insurance industries. Our research shows that firms use a mix of metrics that captures what actually happened during customer interactions, how customers perceived those interactions, and what they will do as a result of the interactions. Looking forward, we expect customer experience measurement programs at these and other firms to connect more tightly to company financials, expand across industries and disciplines, and leverage the social media groundswell
650 1‎$0‎MAPA20080593483‎$a‎Servicio al cliente
650 1‎$0‎MAPA20080590567‎$a‎Empresas de seguros
650 1‎$0‎MAPA20080620356‎$a‎Relaciones interpersonales
650 1‎$0‎MAPA20080591977‎$a‎Métodos de medición
650 1‎$0‎MAPA20080604738‎$a‎Análisis transaccional
650 1‎$0‎MAPA20080601324‎$a‎Entidades financieras
650  ‎$0‎MAPA20190001328‎$a‎Márketing de la empresa de seguros
7001 ‎$0‎MAPA20080648091‎$a‎Manning, Harley
7001 ‎$0‎MAPA20100002766‎$a‎Catino, Shelby
7102 ‎$0‎MAPA20080436582‎$a‎Forrester
830 0‎$0‎MAPA20080528355‎$a‎For Customer experience professionals