Excelling at Customer Experience: A Journey to Differentiation: Industry Research

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Excelling at Customer Experience: A Journey to Differentiation

Published Date: July 2007

Published By: TowerGroup

Page Count: 12

Order Code: R301-1298

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TowerGroup Take-Aways
Report Coverage
The Value of the Customer Experience
Industry in Flux
Recent Trends in Customer Satisfaction: Exhibit 1 Customer Satisfaction Index Trends in Financial Services (2000-06)
Product Complexity and Customer Expectations: Exhibit 2 Product Complexity and Customer Experience Expectations
Revising the Notion of Customer Life Cycle
Enabling Customer Experience: An Evolutionary Process: Exhibit 3 Example: A Bank Improves Customer Experience via Loyalty Programs Based on Beliefs and Principles; Exhibit 4 Example: A Mortgage Lender Improves Customer Experience via Business Process Improvement; Exhibit 5 Example: A Cell Phone Company Improves Customer Experience via Real-Time Feedback and Offers
Emerging Channel Trends: Exhibit 6 Merging of Delivery Channels, Products, and Services with Lifestyle Choices
Summary

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