Resources Library by ANA

What guests want from a hotel

The paper describes how predictive research analytics has been used to optimise MyTravel's property portfolio, resulting in a redefined hierarchy of importance in terms of what guests want from a hotel.

Catalogue: Leisure 2006

Authors: Louise Holt, Tamsin Jenkins, Sam Gardner

Company: Nunwood

October 8, 2006

100 stories at our fingertips

Since its inception in the late 1990s, online qualitative research has been primarily confined to replicating focus groups via bulletin boards and chats. However, with the advent of Web 2.0 technologies such as blogs and RSS, the ubiquity of digital...

Catalogue: Qualitative 2006

Author: Steve August

October 8, 2006

Building a hotel brand: How a business class hotel discovered its brand

Grupo Posadas discovered a disconnect between its high-performing Fiesta Inn brand and that brand's core customer, the business traveler. A variety of research methodologies were used to re-build Fiesta Inn around a Brand DNA to meet the needs of...

Catalogue: Leisure 2006

Author: Zachary Conen

October 8, 2006

Playing the egg game

This paper describes how Egg measures the customer experience across key moments of truth in the customer lifecycle.The authors demonstrate the correlation of agreement with value statements to customer satisfaction within key business functions and...

Catalogue: Congress 2006: Foresight

Authors: Gary Schwartz, John Jennick

Company: EGG Research & Consultancy Ltd.

September 17, 2006

The basic of design for emotion

Although emotional responses to product design are subjective and therefore intangible, the process underlying these emotions is lawful. There are universal principles in how emotions are elicited, and these principles also apply to emotions...

Catalogue: Congress 2006: Foresight

Author: Pieter Desmet

June 15, 2006

From online games to Olympic games

Building on two previous papers on the expression (ESOMAR, 2002 and 2003), the authors discuss progress made by Initiative, MIT, and most recently IPG Media's Consumer Experience Practice, to explore how the elements of the expression are identified...

Catalogue: Worldwide Multi Media Measurement 2006

Authors: Alex Chisholm, Stacey Lynn Koerner

Company: Interpublic Group of Companies

June 4, 2006

A powerful mix

This paper describes the process used to create a data fusion between the Nielsen Media Research US National Peoplemeter sample and the Nielsen/NetRatings NetView panel, to create a database of TV viewing and Internet use.The paper analyzes findings...

Catalogue: Worldwide Multi Media Measurement 2006

Authors: Pete Doe, Christian Kugel

Company: Nielsen

June 4, 2006

Regaining consumer trust

Understanding underlying consumer needs and drivers of trust can help build intense consumer relationships. Exploring the consumer experience across CPG, automotive, financial services and other sectors will help marketers understand ways to build...

Catalogue: Global Healthcare 2006

Authors: Luc Rens, Alastair Bruce

February 6, 2006

Mystery shopping studies

The purpose of mystery shopping studies is to help focus the attention of business management on customer service improvement by providing information on the operations and the quality of service it is providing.Mystery shopping studies can comprise...

Catalogue: ESOMAR Codes And Guidelines

Author: ESOMAR B.V.

June 15, 2005