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The Experiences that satisfy consumers, 2009 : US consumers rate firms'web, phone, and in-person interactions

Recurso electrónico / electronic resource
Registro MARC
Tag12Valor
LDR  00000nam a22000004b 4500
001  MAP20090056374
003  MAP
005  20220901134218.0
008  090429s2009 usa|||| ||| ||eng d
040  ‎$a‎MAP‎$b‎spa
084  ‎$a‎217
24514‎$a‎The Experiences that satisfy consumers, 2009‎$b‎ : US consumers rate firms'web, phone, and in-person interactions‎$c‎by Bruce D. Temkin... [et al.]
260  ‎$a‎Cambridge‎$b‎Forrester Research‎$c‎2009
4901 ‎$a‎For Customer experience professionals
520  ‎$a‎How well do experiences meet the needs of customers? Not very well. A survey of more than 4,500 US consumers shows a low level of satisfaction with Web, phone, and in-person interactions across 12 different industries. It turns out that Web interactions have the highest satisfaction levels in five of the industries. But there are differences across industries, companies, and consumers. Banks and credit card issuers provide the best Web experiences; USAA, a credit union, and Amazon.com come out on top when it comes to phone interactions; and Gen Yers are often the least satisfied with all types of interactions. Given these results, companies should use Scenario Design to improve their interactions
650 1‎$0‎MAPA20080615307‎$a‎Satisfacción del cliente
650 1‎$0‎MAPA20080602406‎$a‎Marketing estratégico
650 1‎$0‎MAPA20080594602‎$a‎Análisis de mercados
650 1‎$0‎MAPA20080546991‎$a‎Empresas
650 1‎$0‎MAPA20080547738‎$a‎Internet
650 1‎$0‎MAPA20080650193‎$a‎Información al cliente
650 1‎$0‎MAPA20080593483‎$a‎Servicio al cliente
650  ‎$0‎MAPA20190001328‎$a‎Márketing de la empresa de seguros
650  ‎$0‎MAPA20080595296‎$a‎Comercio electrónico
651 1‎$0‎MAPA20080638337‎$a‎Estados Unidos
7001 ‎$0‎MAPA20080180690‎$a‎Temkin, Bruce D.
7102 ‎$0‎MAPA20080436582‎$a‎Forrester
830 0‎$0‎MAPA20080528355‎$a‎For Customer experience professionals