Resources Library by ANA

Performance monitors to aid business decision making

This paper explores how Royal Mail International successfully used a performance monitor to more effectively focus on customer needs in an increasingly competitive market. The main objective of the research was the accurate measurement of customer...

Catalogue: Seminar 1992: Business To Business Marketing

Authors: Diana Brown, Tom Perrott

June 15, 1992

Towards a new market era

The topic of this paper was given as The Value of Continuous Research. For any of you who may have doubts as to the value of continuous research, let me say that continuous research is the only type of research appropriate in brand development...

Catalogue: ESOMAR Conference 1992: The Opportunity Factors To Business Success In The Post War Middle East

Author: Martinus van Herk

June 15, 1992

US trends in customer satisfaction and distribution

J.D. Power and Associates recently released its Vehicle Performance Study, the fourth of its five-phase owner satisfaction program. Other studies that comprise this program are the company’s well-known Customer Satisfaction with Dealer Service...

Catalogue: ESOMAR International Automotive Marketing Conference 1992

Author: James David Power

Company: JD Power

June 15, 1992

Brand evaluation

The paper is divided into 3 parts. The first part asserts that value creation for both the consumer and the share holder is the overriding objective of commercial organisations and that brand value is a critical bench mark in measuring a company's...

Catalogue: Seminar 1992: The Challenge Of Branding Today And In The Future?

Authors: Howard Barrett, Nick P. Bertolotti

June 15, 1992

From customer service research to TQM

The paper we are giving this afternoon describes, in outline form, a case study which illustrates how research can be used as an integral part of a TQM programme designed to achieve improved customer satisfaction and, ultimately, an enhanced sales...

Catalogue: Seminar 1992: Business To Business Marketing

Authors: Farrokh Suntook, Lucy Szymanska

June 15, 1992

Corporate image purchasing analysis

The choice of a specific manufacturer (brand) or supplier in the business-to-business market is not only determined by company performance, e.g. price, quality and time of delivery, but also by a company's corporate image. Corporate Image Purchasing...

Catalogue: ESOMAR Congress 1987

Authors: J. N. van der Veld, Erik-Jan Borgmeijer

Company: Motivaction International B.V.

September 1, 1987