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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

Research papers

Transforming the marketing research industry

There is a greater scope of opportunities as our industry changes.This presentation builds a case for three 'imperatives' for transforming the current marketing research industry and organizations that compete within it: a need to shift from...

Catalogue: Congress 2007: Excellence
Authors: Randall Brandt, Stephan Thun
Company: Maritz Research
September 19, 2007

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

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

Why shift to customer experience measurement seated in brand values rather than process delivery?

In a market place where achieving competitive advantage through product differentiation alone is seen as only part of the equation, the creation of a unique customer experience is seen as the new battleground.The question is how does one capture,...

Catalogue: ESOMAR Conference on Automotive Marketing 2004
Authors: Gavin Winter, Duncan Sands
Company: Maritz Research
March 1, 2004

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

Scoring, segmenting and characterizing telecom costumers on the basis of attitudinal loyalty

This paper begins by estimating a composite measure (index) of attitudinal loyalty for customers of a major telecom supplier's ISP services. The index is constructed in such a way as to maximize differentiation amongst respondents. Next it employs...

Catalogue: ESOMAR Telecommunications Marketing Conference 2002
Authors: Paul Pacholski, Joseph Retzer
Company: Maritz Research
October 20, 2002

Research papers

Faster and more effective decision-making through web-based reporting

This paper provides an overview of web-based reporting across a number of dimensions, including why the web should be considered for data reporting; which research applications are most suitable for the web; and what considerations are important when...

Catalogue: ESOMAR Net Effects 2001
Author: Wally Balden
Company: Maritz Research
February 11, 2001