Resources Library by ANA

Leveraging customer panels for business success

Fairmont Hotels & Resorts is embarking on the fifth year of the management of its online FPC Guest Advisory Panel. Gathering a diverse range of guest feedback, this Panel has proven to be an invaluable source of both strategic and operational...

Catalogue: Leisure 2006

Authors: John Morton, Jon Mamela

Company: Market Probe International Inc.

October 8, 2006

The importance of first contact

This paper describes an innovative approach to establishing financial values for each aspect of the hotel guest experience. It addresses the following two, critical planning questions: Can employee engagement and behavior be linked to guest...

Catalogue: Leisure 2006

Author: Robert Passikoff

Company: Brand Keys, Inc.

October 8, 2006

Customer for life

This paper addresses the success story of Volvo in Germany who, by working hand in hand with their dealers using the global 'Customer for Life' programme, have significantly increased customer loyalty to Volvo and their dealers.The paper details how...

Catalogue: Automotive 2006

Authors: Adrian D. Wimbush, Johannes Fleck, Anarkali Check

Company: GfK

February 27, 2006

How brands blossom in an increasingly complex world of choice

This paper illustrates how digital ethnography helps companies build more meaningful experiences that result in stronger brand loyalty.The author asserts that the very tools and technologies contributing to brand loyalty erosion can be used to...

Catalogue: Brandmatters 2006

Author: Lisa Leckie

February 8, 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

Global brands and youth activism

Anti-globalisation thinking is strong across Europe, especially in France and Germany. This presentation explores how anti-globalisation thinking affects younger consumers, an important market for brand owners across a wide spectrum of products and...

Catalogue: Consumer Insights 2005

Authors: Béatrice Maccario, Marie-Agathe Nicoli

November 15, 2005

Money, money, money

The UK and Ireland's financial sector is one of the most dynamic and innovative in the world: where credit is easy, driven largely by banks and building societies which encouraged consumers to spend, spend, spend.However, this move towards typically...

Catalogue: Qualitative 2005

Authors: Fiona Jack, Greig Burnside

Company: Green Light International

November 13, 2005

Is the product becoming the key player again?

Researchers have found that really strong brands have gone a step beyond achieving differentiation to develop deep relationships with consumers. In other words, product differentiation is not enough. In a deep relationship, hence in a strong brand,...

Catalogue: Latin America 2005

Authors: Luís Alfredo Lagos, Paula Carramenha

October 23, 2005

True loyalty

Both product and customer care impact company customer relationships. Management needs information on their performance and relationship with future business growth. A wide variety of opinions and scientific research exists on best indicators. After...

Catalogue: Congress 2005: Making A Difference

Authors: Maarten Schellekens, Ton Otker, Reinier Heutink, Harm van Leeuwen

September 21, 2005