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From customer satisfaction to customer experience

Date of publication: October 19, 2020

Catalogue: Latin America 2020 - Insights Festival

Companies: Brain Brand Strategy, Banco do Brasil

Authors: Flavia Lage, Marco Antonio Gomes, Karen Russi

Abstract:

Customer Experience research approach at Banco do Brasil enabled greater respondents' engagement, gathered useful insights from multiple feedback channels in real-time, guiding decisions and boosting the Customer Centric culture in the organization.

Flavia Lage

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Marco Antonio Gomes

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Karen Russi

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Videos

From customer satisfaction to customer experience

Catalogue: Latin America 2020 - Insights Festival

Authors: Flavia Lage, Karen Russi

Companies: Brain Brand Strategy, Banco do Brasil

October 19, 2020

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Citation

Lage and Russi (2020a, October 19). From customer satisfaction to customer experience. ANA - ESOMAR. Retrieved January 22, 2025, from


https://ana.esomar.org/documents/from-customer-satisfaction-to-customer-experience-11623


Videos

Unifying measures of customer experience and satisfaction

Catalogue: Congress 2018

Authors: Jeffrey Mercer, Mareth Cordell

 

September 23, 2018

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Mercer and Cordell (2018a, September 23). Unifying measures of customer experience and satisfaction. ANA - ESOMAR. Retrieved January 22, 2025, from


https://ana.esomar.org/documents/unifying-measures-of-customer-experience-and-satisfaction


Research Papers

Unifying measures of customer experience and satisfaction

Catalogue: Congress 2018

Authors: Jeffrey Mercer, Mareth Cordell

Company: GlobeScan Incorporated

September 23, 2018

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Citation

Mercer and Cordell (2018a, September 23). Unifying measures of customer experience and satisfaction. ANA - ESOMAR. Retrieved January 22, 2025, from


https://ana.esomar.org/documents/unifying-measures-of-customer-experience-and-satisfaction-9425


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Citation

Lage, Gomes and Russi (2020a, October 19). From customer satisfaction to customer experience. ANA - ESOMAR. Retrieved January 22, 2025, from


https://ana.esomar.org/documents/unifying-measures-of-customer-experience-and-satisfaction-9425