Centro de Documentación de Fundación MAPFRE - How four firms measure customer experience across the enterprise

MAP20100005057

How four firms measure customer experience across the enterprise / by Megan Burns with Harley Manning and Shelby Catino. — Cambridge : Forrester Research, 2010

(For customer experience professionals)

Sumario: Chief customer experience officers (CC/EOs) need a set of metrics in order to benchmark and manage their firms enterprisewide customer experience. To understand which metrics theyre using today, Forrester interviewed top customer experience professionals at companies in the travel, healthcare, banking, and insurance industries. Our research shows that firms use a mix of metrics that captures what actually happened during customer interactions, how customers perceived those interactions, and what they will do as a result of the interactions. Looking forward, we expect customer experience measurement programs at these and other firms to connect more tightly to company financials, expand across industries and disciplines, and leverage the social media groundswell

1. Servicio al cliente . 2. Empresas de seguros . 3. Relaciones interpersonales . 4. Métodos de medición . 5. Análisis transaccional . 6. Entidades financieras . 7. Márketing de la empresa de seguros . I. Manning, Harley . II. Catino, Shelby . III. Forrester . IV. For Customer experience professionals . V. Título.