European car insurance cross-channel experience, 2007 : we apply our cross-channel review methodology to four car insurance firms

<?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.loc.gov/MARC21/slim http://www.loc.gov/standards/marcxml/schema/MARC21slim.xsd">
  <record>
    <leader>00000cam a22000004b 4500</leader>
    <controlfield tag="001">MAP20089003808</controlfield>
    <controlfield tag="003">MAP</controlfield>
    <controlfield tag="005">20220901134135.0</controlfield>
    <controlfield tag="008">070907s20072011usa||||       ||||||eng d</controlfield>
    <datafield tag="035" ind1=" " ind2=" ">
      <subfield code="a">MAP20070004371</subfield>
    </datafield>
    <datafield tag="040" ind1=" " ind2=" ">
      <subfield code="a">MAP</subfield>
      <subfield code="b">spa</subfield>
      <subfield code="d">MAP</subfield>
    </datafield>
    <datafield tag="084" ind1=" " ind2=" ">
      <subfield code="a">219</subfield>
    </datafield>
    <datafield tag="245" ind1="1" ind2="0">
      <subfield code="a">European car insurance cross-channel experience, 2007</subfield>
      <subfield code="b"> : we apply our cross-channel review methodology to four car insurance firms</subfield>
      <subfield code="c">Craig Menzies... [et al.]</subfield>
    </datafield>
    <datafield tag="260" ind1=" " ind2=" ">
      <subfield code="a">Cambridge</subfield>
      <subfield code="b">Forrester Research, Inc.</subfield>
      <subfield code="c">2007</subfield>
    </datafield>
    <datafield tag="300" ind1=" " ind2=" ">
      <subfield code="a">15 p</subfield>
      <subfield code="b">graf</subfield>
    </datafield>
    <datafield tag="490" ind1="1" ind2=" ">
      <subfield code="a">Best and worst of European experience design</subfield>
    </datafield>
    <datafield tag="520" ind1=" " ind2=" ">
      <subfield code="a">Forrester reviewed four European car insurance providers, The AA and Direct Line in the UK, AXA in Germany, and Macif in France using Forresters Cross-Channel Review methodology. Overall, the results were disappointing, with failing scores on Web sites and an almost nonexistent email channel. But we also witnessed some glimpses of excellence, such as The AA¿s Web site navigation, Direct Line¿s email design, Macif¿s effortless interactive voice response (IVR) system, and AXA¿s superb phone agents</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080562342</subfield>
      <subfield code="a">Estadísticas</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080586294</subfield>
      <subfield code="a">Mercado de seguros</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080547738</subfield>
      <subfield code="a">Internet</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080603779</subfield>
      <subfield code="a">Seguro de automóviles</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080583200</subfield>
      <subfield code="a">Venta a distancia</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080610326</subfield>
      <subfield code="a">Distribución de seguros</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080609542</subfield>
      <subfield code="a">Canales de distribución</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080590567</subfield>
      <subfield code="a">Empresas de seguros</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080571566</subfield>
      <subfield code="a">Casos prácticos</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080598266</subfield>
      <subfield code="a">Portales de internet</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2=" ">
      <subfield code="0">MAPA20080595296</subfield>
      <subfield code="a">Comercio electrónico</subfield>
    </datafield>
    <datafield tag="651" ind1=" " ind2=" ">
      <subfield code="0">MAPA20080637996</subfield>
      <subfield code="a">Alemania</subfield>
    </datafield>
    <datafield tag="651" ind1=" " ind2="1">
      <subfield code="0">MAPA20080637880</subfield>
      <subfield code="a">Francia</subfield>
    </datafield>
    <datafield tag="651" ind1=" " ind2="1">
      <subfield code="0">MAPA20080638306</subfield>
      <subfield code="a">Gran Bretaña</subfield>
    </datafield>
    <datafield tag="700" ind1="1" ind2=" ">
      <subfield code="0">MAPA20080108519</subfield>
      <subfield code="a">Menzies, Craig</subfield>
    </datafield>
    <datafield tag="710" ind1="2" ind2=" ">
      <subfield code="0">MAPA20080436582</subfield>
      <subfield code="a">Forrester</subfield>
    </datafield>
    <datafield tag="830" ind1=" " ind2="0">
      <subfield code="0">MAPA20080531133</subfield>
      <subfield code="a">Best and worst of European experience design</subfield>
    </datafield>
  </record>
</collection>