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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
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Citation

Kirk and Hohnery (2008a, March 03). Delight or defection. ANA - ESOMAR. Retrieved December 11, 2023, from


https://ana.esomar.org/documents/delight-or-defection


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
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Citation

Kirk, Laursen and Sgries (2006a, February 27). Business opportunity number 1. ANA - ESOMAR. Retrieved December 11, 2023, from


https://ana.esomar.org/documents/business-opportunity-number-1