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Research papers

Integrated customer intelligence

The approach used outlines an achievable, tangible and actionable method to extracting the value from customer knowledge and create real business value. This approach integrates a strong base of customer knowledge with organisational knowledge and...

Catalogue: ESOMAR Conference on Financial Services 2005
Authors: David Laffin, John Marinopoulos
Company: Roy Morgan Research Pty Ltd
February 1, 2005

Research papers

The changing role of the branch office in supporting brand image and customer loyalty

This paper discusses how the role of the branch office needs to be recast in order 1) to complement, not compete with, electronically delivered services; and 2) to better support the significant number of self-directed investors, including a growing...

Catalogue: ESOMAR Conference on Financial Services 2005
Author: Nino DeNicola
February 1, 2005

Research papers

Integration of market research and database

This paper addresses the identification of business opportunities for the financial industry through integration of market research and databases.

Catalogue: ESOMAR Conference on Financial Services 2005
Author: Ignacio Macías
Company: GfK
February 1, 2005

Case studies

Charles Schwab web case study

One research challenge is distilling or 'packaging' thousands of hours of data from a long-term ethnographic study to ensure it is clearly communicated, understood, and adopted by their organization. Often this hard-won data (e.g., transcriptions,...

Catalogue: ESOMAR Conference on Financial Services 2005
Author: Lisa Bertelsen
February 1, 2005

Research papers

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