For Customer Experience Professionals

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	May 9, 2007 Problems Plague Customer Experiences Setting The Stage For Disruptive Customer Experience Strategies by Bruce D. Temkin with Olga Melnikova, Steven Geller	Average: 8  (1 rating)

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Executive Summary

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.

TABLE OF CONTENTS

• Customers Run Into Significant Problems

WHAT IT MEANS

• Problems Set The Stage For Disruptive Customer Experience Strategies
• Related Research Documents

This is an excerpt

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