Centro de Documentacion de Fundación MAPFRE

MAP20080028664

Customer experience index snapshot : insurance carriers / by Bruce D. Temkin with Steven Geller and Olga Melnikova. — Cambridge : Forrester Research, 2007

(For Customer experience professionals)

Sumario: Forrester asked nearly 5,000 US consumers about their interactions with a variety of companies to gauge the usefulness, usability, and enjoyability of their experiences. Based on these consumer responses, we calculated the Customer Experience Index (CxPi) for 112 firms in nine industries. In this document, we take a closer look at the 14 insurance carriers included in the index. Some of our findings: USAA and State Farm came out on top; AIG and Farmers Insurance wound up at the bottom

1. Empresas de seguros . 2. Marketing relacional . 3. Atención al cliente . 4. Servicio al cliente . 5. Estudios de opinión . 6. Márketing de la empresa de seguros . I. Geller, Steven . II. Melnikova, Olga . III. Forrester . IV. For Customer experience professionals . V. Título.