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For Customer Experience Professionals
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November 27, 2007 Customer Experience Index Snapshot: Investment Firmswith Steven Geller, Olga Melnikova |
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Executive Summary
Forrester asked nearly 5,000 US consumers about their interactions with a variety of companies to gauge the usefulness, usability, and enjoyability of their experiences. Based on these consumer responses, we calculated the Customer Experience Index (CxPi) for 112 firms in nine industries. In this document, we take a closer look at the 10 investment firms included in the index. Led by Edward Jones, investment firms did well compared to other industries, coming in second only to retailers.
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