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Auto insuers'cross-channel experience, 2009 : an industry look at this year's best and worst of cross-channel design

Recurso electrónico / electronic resource
Registro MARC
Tag12Valor
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001  MAP20090101463
003  MAP
005  20191202111841.0
008  091130s2009 usa|||| ||| ||eng d
040  ‎$a‎MAP‎$b‎spa‎$d‎MAP
084  ‎$a‎322
24500‎$a‎Auto insuers'cross-channel experience, 2009‎$b‎ : an industry look at this year's best and worst of cross-channel design‎$c‎by Bruce D. Temkin... [et al.]
260  ‎$a‎Cambridge‎$b‎Forrester Research‎$c‎2009
520  ‎$a‎As part of a larger analysis of 16 firms, Forrester evaluated the cross-channel experiences of four large auto insurers 21st Century Insurance, Allstate Insurance, Geico, and State Farm. Overall, the auto insurers performed fairly well relative to the other industries, but they didnt come close to crosschannel excellence. Geico, propelled by its online experience, was the highest scoring insurer. While each auto insurer suffered from its own set of problems, our research also uncovered a number of good practices, such as Allstates virtual agents, 21st Centurys informative emails, and State Farms eb-toagent transitions. To improve cross-channel experiences, customer experience professionals should evaluate their firms experiences and then chart a path on the customer experience journey
650 1‎$0‎MAPA20080603779‎$a‎Seguro de automóviles
650 1‎$0‎MAPA20080590567‎$a‎Empresas de seguros
650 1‎$0‎MAPA20080609542‎$a‎Canales de distribución
650 1‎$0‎MAPA20080571566‎$a‎Casos prácticos
650 1‎$0‎MAPA20080540814‎$a‎Diseño
7001 ‎$0‎MAPA20080180690‎$a‎Temkin, Bruce D.
7102 ‎$0‎MAPA20080436582‎$a‎Forrester