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Rating customer service experiences, 2010 : consumers evaluate customer service at 92 companies

Recurso electrónico / electronic resource
Registro MARC
Tag12Valor
LDR  00000nam a22000004b 4500
001  MAP20100005293
003  MAP
005  20191202112009.0
008  100201s2010 usa|||| ||| ||eng d
040  ‎$a‎MAP‎$b‎spa‎$d‎MAP
084  ‎$a‎922.112
1001 ‎$0‎MAPA20080180690‎$a‎Temkin, Bruce D.
24510‎$a‎Rating customer service experiences, 2010‎$b‎ : consumers evaluate customer service at 92 companies‎$c‎by Bruce D. Temkin with William Chu and Shelby Catino
260  ‎$a‎Cambridge‎$b‎Forrester Research‎$c‎2010
4900 ‎$a‎For customer experience professionals
520  ‎$a‎Forrester asked more than 4,600 US consumers about their customer service experiences with companies across 14 industries. Barnes & Noble and Kohls received the highest rating, while Charter Communications fell to the bottom. Kaiser, on the other hand, far outpaced other health plans. When we looked at responses by generation, we found that Seniors were the most likely to give good marks for customer service. Companies need to start viewing customer service as an underperforming asset
650 1‎$0‎MAPA20080593483‎$a‎Servicio al cliente
650 1‎$0‎MAPA20080614041‎$a‎Evaluación de resultados
650 1‎$0‎MAPA20080591977‎$a‎Métodos de medición
650 1‎$0‎MAPA20080542214‎$a‎Ratios
650 1‎$0‎MAPA20080580766‎$a‎Grupos de interés
650 1‎$0‎MAPA20080617400‎$a‎Investigación de mercados
7001 ‎$0‎MAPA20090013520‎$a‎Chu, William
7001 ‎$0‎MAPA20100002766‎$a‎Catino, Shelby
7102 ‎$0‎MAPA20080436582‎$a‎Forrester
830 0‎$0‎MAPA20080528355‎$a‎For Customer experience professionals