Centro de Documentacion de Fundación MAPFRE - Winning with superior customer experiences

MAP20089003747

Winning with superior customer experiences / Bill Doyle with Carrie Johnson and Brian Tesch. — Cambridge : Forrester Research, Inc., 2007

9 p. : graf . — (For eBusiness, channel & product management professionals)

Sumario: The company leaders who spoke at Forresters Finance Forum 2007 agree: to keep the customers that they have and to win new ones on today¿s terms, firms need to dramatically raise the bar on customer experience. Ellyn McColgan, former president of Fidelity Brokerage, discussed the company¿s decision to offer advice to help customers make their next best decision TD Banknorth Chairman Bill Ryan enumerated the economic benefits of extending branch hours. Sun Life Financial US President Bob Salipante described his firm¿s focus on the end customer, not just on the intermediaries who sell Sun Life¿s products. Lou Carbone, founder and chief experience officer of Experience Engineering, argued that successful firms systematically design experience clues to create feelings that emotionally engage customers

1. Estadísticas . 2. Entidades financieras . 3. Estrategia empresarial . 4. Satisfacción del cliente . 5. Fidelización de clientes . 6. Casos prácticos . I. Johnson, Carrie . II. Tesch, Brian . III. Forrester . IV. For eBusiness, channel & product management professionals . V. Título.