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Customer experience index, 2010 : insurance providers : USAA tops the list, but Liberty Mutual Insurance gains significant ground

Recurso electrónico / electronic resource
MARC record
Tag12Value
LDR  00000cam a22000004b 4500
001  MAP20100011393
003  MAP
005  20191202111919.0
008  080918s2010 usa|||| ||| ||eng d
040  ‎$a‎MAP‎$b‎spa‎$d‎MAP
084  ‎$a‎217
1001 ‎$0‎MAPA20080180690‎$a‎Temkin, Bruce D.
24510‎$a‎Customer experience index, 2010‎$b‎ : insurance providers : USAA tops the list, but Liberty Mutual Insurance gains significant ground ‎$c‎by Bruce D. Temkin with William Chu and Shelby Catino
260  ‎$a‎Cambridge‎$b‎Forrester Research‎$c‎2010
300  ‎$a‎11 p.‎$b‎graf
4901 ‎$a‎For Customer experience professionals
520  ‎$a‎Forrester asked more than 4,600 US consumers about their interactions with a variety of companies, scoring those experiences in three areas: meets needs, easy to work with, and enjoyability. Based on these consumer responses, we calculated Forresters third annual Customer Experience Index (CxPi) ranking 133 firms in 14 different industries. In this document, we examined the 14 insurance providers on the list. For the third year in a row, USAA took the top spot in the industry. Led by a 28-point rise in its enjoyability rating, Liberty Mutual Insurance had the largest increase of any company in the entire CxPi. Since a modest improvement in customer experience can generate hundreds of millions of dollars in incremental revenue, insurance companies should accelerate their journey to experience-Based Differentiation (EBD) in 2010.
650 1‎$0‎MAPA20080586294‎$a‎Mercado de seguros
650 1‎$0‎MAPA20080589189‎$a‎Atención al cliente
650 1‎$0‎MAPA20080593483‎$a‎Servicio al cliente
650 1‎$0‎MAPA20080611460‎$a‎Marketing de relaciones
650  ‎$0‎MAPA20190001328‎$a‎Márketing de la empresa de seguros
7001 ‎$0‎MAPA20090013520‎$a‎Chu, William
7001 ‎$0‎MAPA20100002766‎$a‎Catino, Shelby
7102 ‎$0‎MAPA20080436582‎$a‎Forrester
830 0‎$0‎MAPA20080528355‎$a‎For Customer experience professionals