Resources Library by ANA

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

Freeing yourself from the customer satisfaction straightjacket

Growth in companies seeking to determine whether customers are satisfied with products and services is, of course, to be commended. However, many of the customer satisfaction vehicles currently being used have become a straightjacket’ that limit...

Catalogue: Latin America 1997: The Dynamics Of Change In Latin America

Authors: David Smith, Aunia Grogan

Company: DVL Smith Ltd

June 15, 1997

Store loyalty, frequency of shopping and their determinants

With the increasing concern for customer satisfaction, loyalty has come increasingly into focus in marketing planning and marketing strategy. This also applies to retailing. However, as the present paper will show, in a retailing context, loyalty is...

Catalogue: Seminar 1997: The Changing Retail Scene

Authors: Flemming Hansen, Foul K. Faarup, Antje Christensen

Company: KANTAR TNS Malaysia

June 15, 1997

Buying loyalty VS. building commitment developing

The paper examines the role of customer loyalty in maximising opportunity, and will argue that loyalty, as measured by customer spending, is simply a reflection of short-term behaviour and can only be sustained by one of two routes: building the...

Catalogue: Seminar 1997: The Changing Retail Scene

Author: Trevor Richards

June 15, 1997

The impact of new media on the communication process

Buyer-seller relationships, networks and partnerships are rapidly becoming key issues in marketing. Indeed it is now recognized that building and maintaining interactive strategic relationships have significant long term implications for a company's...

Catalogue: ESOMAR/ARF/JMA Conference 1997: Fit for the global future?

Authors: Heiko Falk, Axel Schmidt

June 15, 1997

Customer satisfaction in the distribution line (Spanish)

This paper illustrates the benefits of the CSM Customer Satisfaction Measurement Model and its contribution to total quality management programs. Identifying satisfaction drivers for distribution line members of a household electrical appliances...

Catalogue: Latin America 1997: The Dynamics Of Change In Latin America

Author: Norah Schmeichel

Company: GfK

June 15, 1997

Customer satisfaction in the distribution line

This paper illustrates the benefits of the CSM Customer Satisfaction Measurement Model and its contribution to total quality management programs. Identifying satisfaction drivers for distribution line members of a household electrical appliances...

Catalogue: Latin America 1997: The Dynamics Of Change In Latin America

Author: Norah Schmeichel

Company: GfK

May 1, 1997

Linking customer satisfaction to loyalty and performance

Satisfied customers and customer retention should be one of the highest priorities of any business enterprise. Many companies are using some form of customer satisfaction measurement, but most companies do not have methods to put the customer...

Catalogue: ESOMAR/EMAC Symposium 1996: Research Methodologies For 'The New Marketing'

Authors: Kai Kristensen, Anne Martensen

November 1, 1996

Long run loyalty

This paper uses a continuous panel of doctors to analyse their portfolios (the number of drugs which are used) and how their prescribing decisions are spread across their portfolios. It reveals portfolios which are much larger, along with loyalty...

Catalogue: ESOMAR/EMAC Symposium 1996: Research Methodologies For 'The New Marketing'

Author: Philip Stern

November 1, 1996