Resources Library by ANA

Delight or defection

Despite clear demands for better service, customers report almost no improvement in the last decade. Why?Companies too often ignore the dynamic people issues that truly affect customers' experience. Almost half the customers who defect leave because...

Catalogue: Automotive 2008

Authors: Charles Kirk, Jorg Hohnery

Company: Maritz Research

March 3, 2008

Russia's new lifestyle elites

It is a truism of market research and this is nothing new that the sociocultural identity of the consumer is carrying more and more weight in the selection of products, brands or services. This rule applies particularly to mature consumer societies...

Catalogue: Automotive 2008

Author: Carsten Ascheberg

Company: SIGMA GmbH

March 3, 2008

Closing the offline/online gap

Understanding the customer is one of the biggest challenges a marketer faces in his / her daily work life. A thorough understanding of the customer is the basis for a positive interaction. The starting points for the project approach described in...

Catalogue: Automotive 2008

Authors: Marc Drüner, Hendric Halley

March 3, 2008

Sustaining personal mobility in the evolving urban living context

The symbiosis of developers (business), government agencies, and consumer desires is entering a new era in the US market, bringing the consumer lifestyle to places it has never been; but one might argue more inline with other global standards. The...

Catalogue: Automotive 2008

Author: Kevin M. Joostema

Company: GfK

March 3, 2008

Grasping the moment of truth

Classic automotive market research today is still very technology-oriented and product-driven. This typically becomes apparent in study designs which are rather detached from reality and everyday life, for example when car drivers are asked about...

Catalogue: Automotive 2008

Authors: Sigrid Schmid, Christoph Palmer

March 3, 2008

Retaining after sales business at the branded automotive dealership

In many national economies the automotive business plays a major role. In Germany for instance 10% of the working population is in some way connected to the automotive industry. In automotive retailing the impressive turnover of automotive...

Catalogue: Automotive 2008

Authors: Dick Hage, Jurgen Verlee

March 3, 2008

Turning point of sale into an image and sales accelerator

In the car industry and when it comes to generalist brands (vs. niche/high end), we know that image is built through communication and particularly TV advertising. In many countries, the leading brand is actually the leading TV media spender. The...

Catalogue: Automotive 2008

Authors: Hubert Boulos, Renaud Degon, Eric Lemerle

March 3, 2008

Marketing sustainable cars

Encouraging more responsible and sustainable consumption is fast becoming an important public policy goal. Global automotive marketing has traditionally encouraged purchase and consumption choices that are optimal for particular individuals. Many of...

Catalogue: Automotive 2008

Authors: Richard Starr, Richard Brookes

March 3, 2008

Automotive dealerships in China

In recent years, China has surpassed Japan and the major European car markets, and rapidly become the second largest automotive market in the world. Only in the United States of America are more vehicles sold every year, and even this will change in...

Catalogue: Automotive 2008

Authors: Thorsten Amann, Klaus Paur

Companies: KANTAR TNS Malaysia, KPMG

March 3, 2008