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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, 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

Author

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Karen Russi

Author

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Research Papers

From customer satisfaction to customer experience

Catalogue: Latin America 2020 - Insights Festival

Authors: Flavia Lage, Marco Antonio Gomes, Karen Russi

Companies: Brain Brand Strategy, Banco do Brasil

October 19, 2020

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Citation

Lage, Gomes and Russi (2020a, October 19). From customer satisfaction to customer experience. ANA - ESOMAR. Retrieved April 19, 2024, from


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


Videos

Unifying measures of customer experience and satisfaction

Catalogue: Congress 2018

Authors: Jeffrey Mercer, Mareth Cordell

 

September 23, 2018

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Citation

Mercer and Cordell (2018a, September 23). Unifying measures of customer experience and satisfaction. ANA - ESOMAR. Retrieved April 19, 2024, 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 April 19, 2024, from


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


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Market research in insurance companies Authors: Rolf Fröhner
Measuring knowledge and attitudes in the field of national savings Authors: Jean Morton-Williams
The application of market research techniques to the financial field Authors: James Rothman
Behavior patterns in savings Authors: Paul Danloy
Behavior patterns in savings (French) Authors: Paul Danloy
Discussion opening on Mr. Laborie's paper Authors: J. A. Fuller
Discussion opening on Mr. Leighton's paper Authors: Geoffrey W. Roughton
Discussion opening on Mr. Rüping's paper Authors: John Downham
Organising an opinion and market research company Authors: Jean-Louis Laborie
Some conclusions of the seminar Authors: Julia Ann Burdus
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Citation

Lage and Russi (2020a, October 19). From customer satisfaction to customer experience. ANA - ESOMAR. Retrieved April 19, 2024, from


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