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Description
We surveyed 10,000 U.S. consumers to find out what information sources they use to purchase autos, cell phones, computers, credit cards, health plans, insurance policies, and televisions. The analysis looks at sources such as Facebook and Twitter, discussions with friends and employees, discussions with company employees, and information on various websites. Our analysis examines differences across age groups and analyzes changes over the last year.
Data Charts: 1. Social Influences on Purchases 2. Social Influences on Purchases, Changes since 2011 3. Information Influences on Computer Purchases 4. Computer Purchases, Changes from 2011 to 2012 5. Information Influences on Cell Phone Purchases 6. Cell Phone Purchases, Changes from 2011 to 2012 7. Information Influences on Credit Card Decisions 8. Credit Card Decisions, Changes from 2011 to 2012 9. Information Influences on Insurance Purchases 10. Insurance Purchases, Changes from 2011 to 2012 11. Information Influences on Television Purchases 12. Television Purchases, Changes from 2011 to 2012 13. Information Influences on Health Plan Selections 14. Health Plan Selections, Changes from 2011 to 2012 15. Information Influences on Automobile Purchases
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14) Information Influences on Health Plan Selections, Changes from 2011 to 2012
We compared the information sources that consumers used to select health plans in 2012 with those that they used in 2011 and found that: Health plan research is on the rise. Though no source attained a majority in 2012, all sources increased significantly. Social media increased by two-thirds, and online reviews increased by one-third. Discussions with family and friends lost prominence. In 2011, discussions with family and friends were almost as popular as the two top sources. In 2012, though it did gain users, it fell behind the others in total popularity.
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We work collaboratively with our clients to identify programs that meet their needs. Our services include: Interactive workshops to instill a common mindset, vocabulary, and approach across an organization. Strategic reviews of customer experience plans and objectives to identify opportunities for accelerating efforts and avoiding missteps. Assessments of customer experience competencies to identify and close critical gaps. Senior executive sessions to ensure appropriate levels of alignment and commitment. Executive coaching to help executives leading the journey. Speeches and webinars to bring customer experience ideas to life and to energize groups around the concepts. Temkin Ratings to see how consumers feel about large companies.
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