July 22, 2008
Retail Relationships Differ Across Ethnic Groups
This is the tenth document in the "Value Of Customer Relationships" series.
with Steven Geller
Executive Summary (This is a document excerpt)
Forrester asked nearly 5,000 US consumers about many aspects of their relationships with retailers. We examined their feedback on overall customer experience and their satisfaction with Web, store, and phone interactions, along with their plans to stay loyal to their current retailers. To understand the dynamics of these relationships, we analyzed the data based on the ethnicity of the respondents. Some of our findings: Blacks enjoy retailers the most, Asians are the most satisfied with phone interactions, and Caucasians are the least likely to switch retailers.
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Original air date: Friday, October 16, 2009
- The Strength Of Customer Relationships
- Customer Relationship Snapshot: Banks
- Customer Relationship Snapshot: Retailers
- The Business Impact Of Customer Experience
- Customer Relationship Snapshot: Credit Card Providers
- Customer Relationship Snapshot: Health Plans
- Customer Relationship Snapshot: Insurers
- Customer Relationship Snapshot: Wireless Carriers
- Bank Relationships Differ Across Ethnic Groups
- Wireless Carrier Relationships Differ Across Ethnic Groups
- A Closer Look At Customer Experience And Loyalty
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