Resources Library by ANA

Is the product becoming the key player again?

Researchers have found that really strong brands have gone a step beyond achieving differentiation to develop deep relationships with consumers. In other words, product differentiation is not enough. In a deep relationship, hence in a strong brand,...

Catalogue: Latin America 2005

Authors: Luís Alfredo Lagos, Paula Carramenha

October 23, 2005

True loyalty

Both product and customer care impact company customer relationships. Management needs information on their performance and relationship with future business growth. A wide variety of opinions and scientific research exists on best indicators. After...

Catalogue: Congress 2005: Making A Difference

Authors: Maarten Schellekens, Ton Otker, Reinier Heutink, Harm van Leeuwen

September 21, 2005

Is this remote stuck or what?

The paper demonstrates that audiences have preferences for viewing specific networks that are not driven solely by program content, that this effect is consistent over time, and considers the implications for network promotion and for advertisers....

Catalogue: ESOMAR/ARF WAM Conference 2005: Cross Media and TV

Authors: Brian Rock, Sally Pearse

June 23, 2005

Quantifying brand experience value

This paper defines experience value as one of customer benefits, and analyzes its correlation with brand loyalty and its influential factors to perceived quality by quantifying the perceived quality of a brand in which experience value is...

Catalogue: Asia Pacific 2005

Author: Kazuo Sonobe

Company: Nikkei Research Inc.

March 13, 2005

Implementing the paradigm shift from satisfaction to loyalty

The focus of this paper is the design of a Voice of the Customer feedback program for the multinational bank, Standard Chartered Bank (SCB), thereby ushering in a major transformation from a sales-oriented culture to a customer-oriented culture.SCB,...

Catalogue: ESOMAR Conference on Financial Services 2005

Authors: Francis D'Souza, T. R. Rao

Company: Market Probe International Inc.

February 1, 2005

Satisfaction matters

Within the mobile division of KPN, customer satisfaction and loyalty research provide essential information that helps guide the management of all business processes.In 2003 integral quarterly measurement of customer satisfaction as a leading Key...

Catalogue: ESOMAR Telecommunications Marketing Conference 2004

Authors: Harm Hartman, Bert Boerma

November 7, 2004

Latin American trends: Local societies, local consumption and global brands (Spanish)

The paper suggests the key is building a common internal vision within the company: understanding and processing the regional marketplaces through intense interaction between research and strategic planning at the company's top management levels.The...

Catalogue: Latin America 2004: Integrating Diversity Across the Continent

Authors: Esteban Socorro, Fernando Moiguer

Companies: The Coca-Cola Company , Compañia de Negocios Moiguer

October 24, 2004

Cool

Having followed the implementation of a project conducted in eight European countries under the coordination of Research International UK which identified cool brands in six product categories, we decided on a similar project in order to understand...

Catalogue: Latin America 2004: Integrating Diversity Across the Continent

Authors: Paulo Carramenha, Helena Palla, Paula Felice

October 24, 2004

Latin American trends: Local societies, local consumption and global brands

The paper suggests the key is building a common internal vision within the company: understanding and processing the regional marketplaces through intense interaction between research and strategic planning at the company's top management levels.The...

Catalogue: Latin America 2004: Integrating Diversity Across the Continent

Authors: Esteban Socorro, Fernando Moiguer

Companies: The Coca-Cola Company , Compañia de Negocios Moiguer

October 24, 2004