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Customer service trumps price : US consumers pick good customer service over low prices in 12 industries

Recurso electrónico / electronic resource
Registro MARC
Tag12Valor
LDR  00000nam a22000004b 4500
001  MAP20090104723
003  MAP
005  20191202111921.0
008  090428s2009 usa|||| ||| ||eng d
040  ‎$a‎MAP‎$b‎spa‎$d‎MAP
084  ‎$a‎217
1001 ‎$0‎MAPA20080180690‎$a‎Temkin, Bruce D.
24510‎$a‎Customer service trumps price‎$b‎ : US consumers pick good customer service over low prices in 12 industries‎$c‎by Bruce D. Temkin, with William Chu and Angela Beckers
260  ‎$a‎Cambridge‎$b‎Forrester Research‎$c‎2009
4901 ‎$a‎For Customer experience professionals
520  ‎$a‎Forrester asked nearly 4,600 consumers how they choose the companies they do business with. Across all 12 industries we examined, good customer service was more important than low prices; the largest gaps were uncovered for banks, investment firms, and health insurance plans. While customer service is a critical element across industries, Gen Y consumers were the least enamored with good service, and Younger Boomers were the most interested in low prices
650 1‎$0‎MAPA20080614126‎$a‎Fidelización de clientes
650 1‎$0‎MAPA20080593483‎$a‎Servicio al cliente
650 1‎$0‎MAPA20080600167‎$a‎Captación de clientes
650 1‎$0‎MAPA20080615307‎$a‎Satisfacción del cliente
650 1‎$0‎MAPA20080601324‎$a‎Entidades financieras
650 1‎$0‎MAPA20080590802‎$a‎Estudios de mercado
650 1‎$0‎MAPA20090029804‎$a‎Generación Y
650  ‎$0‎MAPA20190001328‎$a‎Márketing de la empresa de seguros
7001 ‎$0‎MAPA20090013520‎$a‎Chu, William
7001 ‎$0‎MAPA20090028937‎$a‎Beckers, Angela
7102 ‎$0‎MAPA20080436582‎$a‎Forrester
830 0‎$0‎MAPA20080528355‎$a‎For Customer experience professionals