Document Controls
For Customer Experience Professionals
| Primary Analyst Photo | Document Information | Rate this Document |
|---|---|---|
 |
July 23, 2009 Who Wants Low Prices Or Good Customer Service?Examining Four Segments Of Consumers Across 12 Industriesby Bruce D. Temkin with William Chu, Angela Beckers |
Average: 4
(2 ratings)
|
This is an excerpt
Executive Summary
In previous research, Forrester found that US consumers looked for good customer service more often than lower prices. To understand this dynamic in more detail, we created four segments of consumers: Service Seekers, Price Seekers, Price & Service Seekers, and Others. We examined these segments across 12 industries. Some of the findings include: Banks have the most Service Seekers, TV service providers have the most Price Seekers, credit card Service Seekers often have children, insurance Service Seekers tend to be affluent, and both airline and hotel Price Seekers often have college degrees.
This is an excerpt
Buy Risk-Free
Price: US $499
Our Service Guarantee: If you are not completely satisfied with this document, notify Forrester within 24 hours of purchase for a full refund.
Already a Forrester Client?
Log in to read this document.
