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Research papers

Meta consumption

This reference to Credit Mutuel's Assises has allowed us to grasp at what point the meta-consumer was central, at the heart of the banking debate, of values, of the organisation and of strategy. This notion is not an alibi for the communicator but...

Catalogue: ESOMAR/EFMA Seminar 1996: Consumer Trends In Banking And Insurance
Authors: M. Nussenbaum, A. Souvayre, Catherine Becker
May 1, 1996

Research papers

Loyalty cards

In the United Kingdom, the retail loyalty card market has become highly developed within a very short space of time. Whilst several retailer schemes have existed for a number of years, it has been the relatively recent launch of loyalty card...

Catalogue: Seminar 1997: The Changing Retail Scene
Author: Rowena Patterson
Company: Ipsos MRBI
June 15, 1997

Research papers

Brand loyalty among mobile phone users

This paper assesses a method that enables market researchers to provide a comprehensive understanding of what determines consumer loyalty (or absence) in a product category. The proposed approach assumes that the individual characteristics of...

Catalogue: Latin America 2002
Authors: Paulo Luís Gomes Alves, Silvia Aquino
May 12, 2002

Research papers

Development of a trust barometer

There is an increasing demand for companies to be held as accountable towards multiple stakeholders in society as they are towards customers and shareholders. Despite the high awareness of good corporate governance and the mounting reporting on the...

Catalogue: ESOMAR Congress 2003: Management, Accountability and Research
Authors: Retha Groenewald, Andrea Rademeyer
Company: Ask Afrika Pty Ltd
September 14, 2003

Research papers

Measuring pricing power of a global brand in an Asian market

The Emerging Markets house the bulk of human populace, with China and India alone accounting for about 30% of the world's population. As these markets have developed and per capita income has risen in many of these countries, they have become growth...

Catalogue: Asia Pacific 2015: Asia Means Business
Authors: Venu Gorti, Ruchira Jain, Don Sexton, Kamal Sen
June 15, 2015

Research papers

Customer satisfaction research

This paper will cover true Customer Satisfaction Research, and the many distinct steps that are needed to achieve the goal - understanding what makes your client's customers loyal. These techniques can give a Market Research organisation dramatic new...

Catalogue: ESOMAR Congress 1991: Marketing In A New Europe
Author: Webster Kehr
September 8, 1991

Research papers

The importance of database marketing to develop a customer strategy through loyalty card for retail companies

This paper will consider the following two issues: in the first part, the state of the art of private label loyalty card in the Italian retail market will be presented and discussed, in the second one the opportunity of exploiting the loyalty card...

Catalogue: Seminar 1995: Facing Up To The Challenges In Retailing
Author: Francesco Gallucci
June 15, 1995

Research papers

Action-based system to maintain customer loyalty

In 1993 Deutsche Telekom began to tackle systematically the issue of customer satisfaction. To this end, Deutsche Telekom uses the TRIM system from Infratest AG in Munich. TRIM produces data about customer loyalty and customer satisfaction with...

Catalogue: ESOMAR Congress 1995: Making The Decision
Author: Johannes Adler
Company: Deutsche Telekom
September 1, 1995

Research papers

A holistic approach to customer loyalty research

This presentation describes a case study conducted for Microsoft Denmark in 2002.The aim of the presentation is to describe the fruitfulness of involving internal relations of the client company when working with customer satisfaction, thus obtaining...

Catalogue: ESOMAR Worldwide Qualitative Research Conference 2003
Authors: Lars Bo Anderson, Christian Agger
Companies: Microsoft, Ulveman Explorative A/S
January 1, 2000