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Delight or defection

Date of publication: March 3, 2008

Catalogue: Automotive 2008

Company: Maritz Research

Authors: Charles Kirk, Jorg Hohnery

Abstract:

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 of issues with customer service.

Charles Kirk

Author

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Jorg Hohnery

Author

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Research Papers

Turning point of sale into an image and sales accelerator

Catalogue: Automotive 2008

Authors: Hubert Boulos, Renaud Degon, Eric Lemerle

 

March 3, 2008

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Citation

Boulos, Degon and Lemerle (2008a, March 03). Turning point of sale into an image and sales accelerator. ANA - ESOMAR. Retrieved December 09, 2023, from


https://ana.esomar.org/documents/turning-point-of-sale-into-an-image-and-sales-accelerator


Research Papers

EasyJet community

Catalogue: Panel Research 2008

Authors: Sophie Dekkers, Graeme Lawrence

 

October 24, 2008

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Citation

Dekkers and Lawrence (2008a, October 24). EasyJet community. ANA - ESOMAR. Retrieved December 09, 2023, from


https://ana.esomar.org/documents/easyjet-community


Research Papers

Market research

Catalogue: Qualitative 2009: The Evolving Human

Authors: Gloria Jun Zhang, Minghui Zhu, Qing Tan

 

November 19, 2009

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Citation

Jun Zhang, Zhu and Tan (2009a, November 19). Market research. ANA - ESOMAR. Retrieved December 09, 2023, from


https://ana.esomar.org/documents/market-research


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Citation

Kirk and Hohnery (2008a, March 03). Delight or defection. ANA - ESOMAR. Retrieved December 09, 2023, from


https://ana.esomar.org/documents/market-research