Resources Library by ANA

Does it pay to invest in customer satisfaction?

This paper delivers empirical proof that actions to improve customer satisfaction also lead to an increase of yield. Customer satisfaction and loyalty are measured by means of a worldwide survey and the results are used to identify actions for...

Catalogue: ESOMAR Congress 2003: Management, Accountability and Research

Authors: Hannsfriedrich Braun, Ambros Scope

September 14, 2003

Driving share-of-wallet through customer satisfaction and brand preference

This paper examines the interaction between customer satisfaction and firm/brand preference and their moderating impact on share-of-wallet spending for a large financial institution and the fleet trucking industry.Share-of-wallet information is the...

Catalogue: ESOMAR Congress 2003: Management, Accountability and Research

Authors: Heather Evans, Terry G. Vavra, Tiffany Perkins-Munn, Timothy L. Keiningham, John A. Theodore

September 14, 2003

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

Web strategies for the pharmaceutical industry

Vividence studies reveal that exposure to effective pharmaceutical websites increases consumers' likelihood to request specific prescription drugs from their physicians. In December 2001 the research team conducted an independent study of five...

Catalogue: ESOMAR Global Healthcare Conference 2003

Author: Bonny Brown

February 23, 2003

Stairways of value

This paper proposes a framework for identifying paths to a customer growth and management process designed to nurture customers into prime customers.The analysis results included are based on a customer database from a retail chain, and application...

Catalogue: ESOMAR Technovate Conference 2003

Author: Naoki Takahashi

Company: INTAGE HOLDINGS Inc.

January 26, 2003

Automated website synthesis and uncertainty reasoning for customer preference management

This paper describes an application of automated website synthesis and uncertainty reasoning for customer preference management (CPM), particularly in the context of web-based customer relationship management (CRM). Stated preference elicited by...

Catalogue: ESOMAR Technovate Conference 2003

Authors: Tony Li, Siu-wai Leung, Andy Kung, Tommy J. Tang, Kai-fai Wong, Siu-Ki Leung

Company: Acorn Organization Limited

January 26, 2003

Hospitality guest satisfaction research in Asia Pacific

This paper will report and compare guest satisfaction data collected from fifteen countries (including Australia, China, French Polynesia, India, Indonesia, Japan, Korea, Malaysia, New Zealand, Pakistan, Papua New Guinea, Philippines, Singapore,...

Catalogue: Asia Pacific 2002

Authors: Rey Alcocer, Scott Keshanech, Bethany Hoffman

Company: KANTAR TNS Malaysia

December 1, 2002

Providing online customers with an 'extraordinary customer experience'in telecommunications markets

This paper examines important issues facing telecommunication firms with regard to their website design. The key finding is that telecom websites are complex by trying to achieve many different roles simultaneously. The paper stresses the importance...

Catalogue: ESOMAR Telecommunications Marketing Conference 2002

Authors: David Jamieson, Matt King

Company: Maritz Research

October 20, 2002

From the horse's mouth

Over the last ten years the amount of information that consumers receive each day has increased. Consumers are more sophisticated and acknowledge advertising but remain highly averse to irrelevant messages. Marketing, however, has hardly changed. How...

Catalogue: ESOMAR Congress 2002: Consolidation Or Renewal?

Authors: Sid Simmons, Danielle Pinnington

Company: Incite Marketing Planning

September 22, 2002