For Customer Experience Professionals

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	June 4, 2009 Customer Experience Index 2008 Snapshot: Hotels Hampton Inn and Marriott Top the List by Bruce D. Temkin with William Chu, Henry H. Harteveldt, Angela Beckers

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Executive Summary

Forrester asked more than 4,500 consumers about their interactions with a variety of companies, gauging the usefulness, usability, and enjoyability of those experiences. Based on these consumer responses, we calculated the Customer Experience Index (CxPi) for 113 firms in 12 different industries. In this document, we examine the six large hotels in the index. Hampton Inn and Marriott garnered top honors in the overall CxPi. Comfort Inn, on the other hand, took last place.

This is an excerpt

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