Resources Library by ANA

From 'report card' to true consumer insight

This paper describes the evolution of Ford's Dealer Customer Satisfaction Program in Mexico. It begins with a brief review of the significance of customer satisfaction programs for owner loyalty, return on investment (ROI), and increased market...

Catalogue: Latin America 2003

Authors: Michael Francesco Alioto, Carol Culebro Stewart

Company: RDA Group, INC

May 4, 2003

The ROI ratio

The authors recently analyzed the audience delivery patterns of sixty different media schedules each comprising three media elements - one primetime network television program, one national consumer magazine and one national consumer website. The...

Catalogue: ESOMAR/ARF WAM Conference 2002: Television

Authors: Craig T. Gugel, Cheryl Idell

June 9, 2002

Improving Honeywell's market research

Honeywell replaced its international telephone data collection and paper-based tabulation and reporting with blended telephone, online and e-Interviewing data collection and real-time reporting. It did so because the company's Six-Sigma quality...

Catalogue: ESOMAR Net Effects 5 2002

Authors: Karl G. Feld, William K. Stone

February 3, 2002

Selling Islamic finance to mr. Smith

In an environment of increasing product parity, the need to innovate has become critical. The key input for innovation is robust and insightful data from customers. Given this scenario, this paper explores the triggers and barriers that exist within...

Catalogue: Qualitative 2007

Authors: Kalika Tripathi, Dipen Mehta

Company: HSBC Holdings

October 28, 2001

Worldwide online measurement

The papers for this edition of Online Audience Measurement suggest that research into the performance of this new medium is beginning to present itself in a more established way. There is less discussion about possibilities and rather more focus on...

Catalogue: ESOMAR Conference Worldwide Online Measurement 2001

Author: Adam Phillips

June 1, 2001

Make a wish

To date, the majority of research metrics have been largely geared towards direct marketers. Recently more tools are becoming available to allow organizations to measure the brand effectiveness of their online campaigns using relevant metrics such as...

Catalogue: ESOMAR Conference Worldwide Online Measurement 2001

Authors: Ethan Rapp, Mainak Mazumdar, Julie Hootkin

June 1, 2001

Leveraging data and adding value

This paper describes how 3M utilized an award-winning frequency marketing program, Reminder Service, to increase learning and add to customer value. Recognizing the potential value of the data being collected on consumer behavior, 3M solicited...

Catalogue: ESOMAR Congress 2000: The Impact Of Networking

Authors: Paulette Goggins, Joán E. Palmquist

September 1, 2000

Interactive modelling and decision calculus on the World Wide Web

The paper suggests and illustrates a framework for interactive marketing model building on the Internet. It integrates the “decision calculus” model building philosophy. Graphical instruments to capture judgmental market response...

Catalogue: ESOMAR Congress 1997: Learning From The Future

Authors: Francis Salerno, Mihai Calciu

September 1, 1997

Understanding promotion effectiveness and profitability

This paper introduces and explains a process for analyzing and understanding promotion effectiveness and profitability combining the use of information sources, state-of-the-art modeling techniques and procedures. The problems of simply managing...

Catalogue: ESOMAR Congress 1996: Changing Business Dynamics

Authors: Kenneth J. Wisniewski, Phillip A. Cartwright

Companies: Nielsen, Ernst and Young Services Pty Ltd

September 1, 1996