Resources Library by ANA

The interactive consumer

The purpose of this paper is to show the importance of understanding consumer behaviour through research, in two main areas of the telecommunications market place. Firstly, it will discuss the importance of considering the consumer within the broader...

Catalogue: Seminar 1996: Telecommunications In A Dynamic Market Place

Author: Clare Lees

June 15, 1996

Monitoring customers

This document presents the system of surveys and indicators, in use since 1987 which allows France Telecom to monitor customers on a permanent basis. It then goes on to explain how this set-up mobilises and stimulates operational units. It also...

Catalogue: Seminar 1996: Telecommunications In A Dynamic Market Place

Authors: Jean-Michel Serre, Claude Mariotte, Jacques Antoine

June 15, 1996

Meta consumption

This reference to Credit Mutuel's Assises has allowed us to grasp at what point the meta-consumer was central, at the heart of the banking debate, of values, of the organisation and of strategy. This notion is not an alibi for the communicator but...

Catalogue: ESOMAR/EFMA Seminar 1996: Consumer Trends In Banking And Insurance

Authors: M. Nussenbaum, A. Souvayre, Catherine Becker

Company: SORGEM IMR

May 1, 1996

Customer satisfaction

The German Customer Barometer cannot replace a business's own analysis of customer satisfaction and retention, enabling it to realise a lasting high quality in all areas of customer relations within the company at large. However, through its...

Catalogue: ESOMAR/EFMA Seminar 1996: Consumer Trends In Banking And Insurance

Authors: Frank Dornach, Anton Meyer

May 1, 1996

Keep a watchful eye to find ideas throughout everyday life

We begin by summing up the changes that have occurred within society and with regard to consumption behaviours. From these changes, we deduce the need for a different approach to consumer research: the principle of reverse marketing. Reverse...

Catalogue: Seminar 1995: Looking Through The Kaleidoscope

Authors: Caroline Lioret, Anne-Catherine Dugast

December 1, 1995

Striving to be the best

This paper outlines the current redevelopment programme taking place at Selfridges, a leading destination department store in London, and explains the three-stage approach they have adopted to review existing customer service initiatives: who are the...

Catalogue: Seminar 1995: Facing Up To The Challenges In Retailing

Authors: Amanda Metcalfe, Helen West

June 15, 1995

The detailed evaluation and analysis of the cardiovascular market in Russia

The paper reports the results of a detailed study of the cardiovascular marketplace in Russia. This was a diary study executed among 97 generalists and 50 specialists working in polyclinics across Russia. The study covered all aspects of 2,367...

Catalogue: EphMRA/ESOMAR Conference 1995: Pharmaceutical Marketing Research- The Challenge For Growth

Authors: Marianne Fletcher, Natasha Retejum, Stephen Godwin

Company: KANTAR TNS Malaysia

June 1, 1995

Marketing and research today (May 1995)

In the previous issue of this Journal, the authors introduced the theoreticalside to semiotics. The major objective of this issue is to illustrate the separate items involved in semiotic applications. With a selection of concepts including the...

Catalogue: Marketing and Research Today

Author: ESOMAR B.V.

May 1, 1995

Becoming consumer on an emerging market

This paper presents the attempt to launch a periodic consumer survey programme within the conditions of free-market economy build in contemporary Poland. The consumer survey approach is based on a theory of psychological economics developed in the...

Catalogue: CEE Conference 1995: Towards A Market Economy

Authors: Slawomir Nowotny, Andrzej Klarkowski

April 1, 1995