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Research papers

Powerful insights

This presentation describes how Ethnographic Research, a method providing clients and market researchers with the possibility to jump into the respondents' life and take part in particular situations and relevant actions, can overcome barriers of...

Catalogue: Congress 2005: Making A Difference
Authors: Edeltraud Kaltenbach, Ji-Seun You
Company: Maritz Research
September 21, 2005

Research papers

Proactive relationship management

Expectation research has shown that high quality products, or services coupled with only an effective reactive support mechanism (i.e., a typical customer service function), will not be sufficient to support consumer loyalty into the next decade....

Catalogue: Seminar 1993: The Ideal Product, The Ideal Costumer, The Ideal Company?
Author: Richard J. Cottrell
Company: Maritz Research
June 15, 1993

Research papers

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

Research papers

Business opportunity number 1

One of the strongest and most challenging claims of the last decade is: 'Women are business opportunity No. 1'. Focussing on the automotive industry, this claim is explored through industry knowledge, published and primary research.As a case study,...

Catalogue: Automotive 2006
Authors: Charles Kirk, Mogens Laursen, Joerg Sgries
Company: Maritz Research
February 27, 2006

Research papers

Website versus traditional survey comments

A plethora of general and industry-specific websites make it possible for consumers to share their experiences, often in the form of ratings and open-ended comments very similar to those captured via traditional customer service and satisfaction...

Catalogue: Congress 2012: Accelerating Excellence
Authors: Randall Brandt, Michael House
Company: Maritz Research
September 13, 2012

Research papers

Delight or defection

Despite clear demands for better service, customers report almost no improvement in the last decade. Why?Companies too often ignore the dynamic people issues that truly affect customers' experience. Almost half the customers who defect leave because...

Catalogue: Automotive 2008
Authors: Charles Kirk, Jorg Hohnery
Company: Maritz Research
March 3, 2008