Resources Library by ANA

Social change today: Q&A session

Q&A Session, Social change today.

Catalogue: ESOMAR TV: Client Summit 2020 at Home

Authors: Sara Picazo Lutton, Aylon Steinhart, Jennifer Summers

June 18, 2020

How Booking.com is trying to better cater to LGBTQAI+ travelers

The 3 takeaways of the presentation are:- Understand LGBTQ+ travellers: to what extent and in what ways does being LGBTQ+ impact travel behaviour and travel needs? - Gain practical solutions: how can Booking.com (and you) better...

Catalogue: ESOMAR TV: Client Summit 2020 at Home

Author: Jennifer Summers

Company: Booking.com

June 18, 2020

Country branding

A country impacted by armed conflict for more than 50 years needs a constant fuel on its international brand campaign to surpass the negative perception of those who have not visited the country and build strong reasons to vanish misconceptions.

Catalogue: Congress 2018

Authors: Laura Catalina Gómez, Pedro Fernández

September 23, 2018

Country branding (Spanish)

After the recent signing of a peace agreement a new country which requires a revised and hands-on country campaign that can attract more international visitors.How to find meaningful insights within a public where Colombia is well-known for drugs and...

Catalogue: Latin America 2018: Market Intelligence Festival for Latin America

Authors: Pedro Fernández, Laura Catalina Gómez

May 14, 2018

An insights engine fueling the future of an airline group

Walk the talk! How Air France KLM CMI provides inspiration and support, rather than only tools and methodologies. More and more large organizations turn to customer experience as a main strategic focus, especially within service industries in general...

Catalogue: Congress 2017: Visionary

Authors: Hans Zijlstra, Janneke van der Ploeg, Martijn Helder

November 7, 2017

Research as a customer service

SkyTeam, one of the largest international airline alliances, launched a pilot customer centricity project for their key product - SkyPriority. The pilot project used an innovative approach designed to evoke a feeling of customer centricity through...

Catalogue: Congress 2016: #WOW

Authors: Annelies Verhaeghe, David van Dongen, Farrell Styers, Pieter De Vuyst

Company: InSites Consulting

June 15, 2016

Insight to action: Using survey data to target customers and increase ROI through digital media

Our client, InterContinental Hotels Group (IHG), wanted to increase consideration for stays, as well as web site bookings, for their Holiday Inn brand through an online ad campaign. TNS used a proprietary research survey tool, ConversionModel, to...

Catalogue: Congress 2015: Revelations

Authors: Chris Freehauf, Morgan Lozier, Phil Maves

Company: KANTAR TNS Malaysia

June 15, 2015

On-site scenario groups: From lab to life

The task: Evaluate hospitality, cleanliness, safety, and announcements of Deutsche Bahn, Germany’s national rail. The answer: This study was not conducted in a clinical facility where experiences and expectations were explored retrospectively to...

Catalogue: Global Qualitative 2014: Research Renaissance

Authors: Klaus Berkensträter, Christine Schaper

Company: Ipsos MRBI

June 15, 2014

Innovation in customer feedback

Air France KLM and TNS will present the road taken to meet the high standards of modernity. Asking general satisfaction questions is no longer enough. After decades of satisfaction surveys, Air France KLM has finally turned a new page. Innovative...

Catalogue: Congress 2014: What Inspires?

Authors: Martijn van Keulen, Hans Zijlstra

Company: KANTAR TNS Malaysia

June 15, 2014