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Research papers

Global customer satisfaction monitoring

This paper reviews some of the key issues facing organisations that monitor customer satisfaction on a global basis.In particular, it investigates the banking sector and draws on the experience of global financial institutions in terms of designing a...

Catalogue: ESOMAR Conference on Financial Services 2005
Author: Alison Blair
February 1, 2005

Research papers

Women as emerging wealth owners in Asia

In a rapidly developing Asia, the role of women has changed. For one, women's role in financial management has shifted from traditionally managing the family's 'purse strings' to being in control of their own finances.Asian women are now able to...

Catalogue: ESOMAR Conference on Financial Services 2005
Authors: WeeGuan Chan, Marilyne Chem Su-Fern
Company: KANTAR TNS Malaysia
February 1, 2005

Research papers

Building the corporate brand

This paper deals with the specific research methods and tools used to help UBS develop a global corporate brand with credible appeal to high net worth customers who think of he individual advisor as the 'brand'. The Wirthlin Values approach is used...

Catalogue: ESOMAR Conference on Financial Services 2005
Authors: Oliver Loch, Patricia Kidd
Company: Harris Interactive (Europe)
February 1, 2005

Research papers

Live without fear

The paper is a case study of the ABN-AMRO Freedom credit card, born of a journey of understanding the consumer using a multi-pronged and iterative process.The research exercise involved studying the cultural context of saving and finance;...

Catalogue: ESOMAR Conference on Financial Services 2005
Authors: Sangeeta Gupta, Vasantha Kumar, Madhumita Chakraborty
Company: Nielsen
February 1, 2005

Research papers

The BBVA brand experience

This paper reviews the process through which BBVA developed and implemented its brand strategy, resulting in strategic positioning ('Brand Vision').Concerning implementation, steps were developed to define a brand personality and to develop the 'look...

Catalogue: ESOMAR Conference on Financial Services 2005
Authors: Angel Alloza, Fernando Prado
February 1, 2005

Research papers

Co-branding opportunities

Until now insight development in the credit card business has meant using focus groups, and giving a lot of weight to interpretation, especially in light of the investment nature of the card offer.Unfortunately this method offers only directional...

Catalogue: ESOMAR Conference on Financial Services 2005
Author: Howard R. Moskowitz
Companies: MasterCard, Moskowitz Jacobs Inc.
February 1, 2005

Research papers

Trading places

Using findings from a continuous survey amongst UK Internet bank customers and additional primary research conducted in December 2004, this paper aims to provide a unique insight into Internet banking in the United Kingdom.The paper reveals...

Catalogue: ESOMAR Conference on Financial Services 2005
Author: Quentin Ashby
February 1, 2005

Research papers

Playing to the end game

Marketing in India, with its economic and social contrasts, is often likened to dealing with several markets at the same time. The population of more than one billion differs enormously with 15 different languages, social customs and live...

Catalogue: ESOMAR Conference on Financial Services 2005
Authors: Nayantara Chakravarthi, Vivek Bengani, Y.V.D.Y. Prasad
February 1, 2005

Research papers

True romance

In service industries, companies are always talking about how customer focused they are, and more recently about wanting to build relationships with customers - but this is easier said than done.Technological advances have led to systems that enable...

Catalogue: ESOMAR Conference on Financial Services 2005
Author: Roger Sant
February 1, 2005