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Consumers expect poor service experiences : customer service expectations across 10 industries and five generations

Recurso electrónico / electronic resource
Registro MARC
Tag12Valor
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084  ‎$a‎217
24500‎$a‎Consumers expect poor service experiences‎$b‎ : customer service expectations across 10 industries and five generations‎$c‎by Bruce D. Temkin... [et al.]
260  ‎$a‎Cambridge‎$b‎Forrester Research‎$c‎2009
4900 ‎$a‎For customer experience professionals
520  ‎$a‎Most customers say they prioritize service over price when choosing to do business with a company. But consumers expect a poor experience when trying to resolve a customer service issue. Expectations are not the same across industries. Consumers expect the best service from retailers, banks, and hotels, and they expect the poorest service from computer makers and health insurers. Seniors have the highest expectations, except when it comes to technology products. Helping customers resolve issues represents a key moment of truth for customer experience efforts
650 1‎$0‎MAPA20080593483‎$a‎Servicio al cliente
650 1‎$0‎MAPA20080573867‎$a‎Seguro de salud
650 1‎$0‎MAPA20080590567‎$a‎Empresas de seguros
650 1‎$0‎MAPA20080607104‎$a‎Marketing de servicios
650  ‎$0‎MAPA20190001328‎$a‎Márketing de la empresa de seguros
7001 ‎$0‎MAPA20080180690‎$a‎Temkin, Bruce D.
7102 ‎$0‎MAPA20080436582‎$a‎Forrester
830 0‎$0‎MAPA20080528355‎$a‎For Customer experience professionals