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Customer experience and loyalty : a closer look

Recurso electrónico / electronic resource
Registro MARC
Tag12Valor
LDR  00000cam a22000004b 4500
001  MAP20090056176
003  MAP
005  20191202111914.0
008  090428s2009 usa|||| ||| ||eng d
040  ‎$a‎MAP‎$b‎spa‎$d‎MAP
084  ‎$a‎217
1001 ‎$0‎MAPA20080180690‎$a‎Temkin, Bruce D.
24510‎$a‎Customer experience and loyalty‎$b‎ : a closer look‎$c‎by Bruce D. Temkin, with William Chu and Steven Geller
260  ‎$a‎Cambridge‎$b‎Forrester Research‎$c‎2009
4901 ‎$a‎For Customer experience professionals
520  ‎$a‎Forrester examined the correlation between customer experience and loyalty across 12 industries: airlines, banks, cell phone service providers, credit card providers, hotels, insurance firms, Internet service providers, investment firms, medical insurance companies, PC manufacturers, retailers, and TV service providers. Our analysis looked at how three elements of customer experience (meeting needs, being easy to work with, and enjoyability) correlate with three components of loyalty (repurchase plans, reluctance to switch, and likelihood to recommend). We found that meeting customer needs links the most with repurchasing and enjoyability links the most with the likelihood to recommend. It also turns out that industries have different loyalty profiles. For instance, retailers and health insurers can influence loyalty the most by meeting customer needs while banks and hotels can affect customer repurchase plans from all elements of customer experience
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  ‎$0‎MAPA20190001328‎$a‎Márketing de la empresa de seguros
7001 ‎$0‎MAPA20090013520‎$a‎Chu, William
7001 ‎$0‎MAPA20080099305‎$a‎Geller, Steven
7102 ‎$0‎MAPA20080436582‎$a‎Forrester
830 0‎$0‎MAPA20080528355‎$a‎For Customer experience professionals