Resources Library by ANA

Smelly business

This presentation is as much about the value of memory as the value of a smell.-Does the memory of coffee brewing really cause someone to write Folger's on their shopping list rather than Maxwell House?-Does the memory of the smell of fries cooking...

Catalogue: Fragrance 2007

Author: Nigel Hollis

Company: KANTAR TNS Malaysia

November 14, 2007

Loyalty card databases

The paper describes how the development of store loyalty programmes enabled the emergence of a new kind of data allowing analysis of consumer behaviour at the point of sale.This information is of course first used to develop purchases of the store's...

Catalogue: Retail 2007

Authors: Matthieu Jolly, Laurent Battais

Company: MarketingScan

February 19, 2007

Leveraging customer panels for business success

Fairmont Hotels & Resorts is embarking on the fifth year of the management of its online FPC Guest Advisory Panel. Gathering a diverse range of guest feedback, this Panel has proven to be an invaluable source of both strategic and operational...

Catalogue: Leisure 2006

Authors: John Morton, Jon Mamela

Company: Market Probe International Inc.

October 8, 2006

The importance of first contact

This paper describes an innovative approach to establishing financial values for each aspect of the hotel guest experience. It addresses the following two, critical planning questions: Can employee engagement and behavior be linked to guest...

Catalogue: Leisure 2006

Author: Robert Passikoff

Company: Brand Keys, Inc.

October 8, 2006

Customer for life

This paper addresses the success story of Volvo in Germany who, by working hand in hand with their dealers using the global 'Customer for Life' programme, have significantly increased customer loyalty to Volvo and their dealers.The paper details how...

Catalogue: Automotive 2006

Authors: Adrian D. Wimbush, Johannes Fleck, Anarkali Check

Company: GfK

February 27, 2006

How brands blossom in an increasingly complex world of choice

This paper illustrates how digital ethnography helps companies build more meaningful experiences that result in stronger brand loyalty.The author asserts that the very tools and technologies contributing to brand loyalty erosion can be used to...

Catalogue: Brandmatters 2006

Author: Lisa Leckie

February 8, 2006

Regaining consumer trust

Understanding underlying consumer needs and drivers of trust can help build intense consumer relationships. Exploring the consumer experience across CPG, automotive, financial services and other sectors will help marketers understand ways to build...

Catalogue: Global Healthcare 2006

Authors: Luc Rens, Alastair Bruce

February 6, 2006

Global brands and youth activism

Anti-globalisation thinking is strong across Europe, especially in France and Germany. This presentation explores how anti-globalisation thinking affects younger consumers, an important market for brand owners across a wide spectrum of products and...

Catalogue: Consumer Insights 2005

Authors: Béatrice Maccario, Marie-Agathe Nicoli

November 15, 2005

Money, money, money

The UK and Ireland's financial sector is one of the most dynamic and innovative in the world: where credit is easy, driven largely by banks and building societies which encouraged consumers to spend, spend, spend.However, this move towards typically...

Catalogue: Qualitative 2005

Authors: Fiona Jack, Greig Burnside

Company: Green Light International

November 13, 2005