May 9, 2007

Problems Plague Customer Experiences

Setting The Stage For Disruptive Customer Experience Strategies

This is the second document in the "The Enjoyability Factor" series.

by Bruce D. Temkin

with Olga Melnikova, Steven Geller

Executive Summary (This is a document excerpt)

Forrester asked over 5,000 consumers about significant problems they have with 14 different types of firms. We found that discount stores got the most complaints about poor sales help, health insurers about complex products, and cable TV providers about insufficient offerings and poor post-sales service. Such issues are particularly acute for consumers that don't enjoy doing business with the firms in question. These problems represent an opportunity for firms to upset the status quo with radically different customer experience strategies.

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