Resources Library by ANA

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

Does it pay to invest in customer satisfaction?

This paper delivers empirical proof that actions to improve customer satisfaction also lead to an increase of yield. Customer satisfaction and loyalty are measured by means of a worldwide survey and the results are used to identify actions for...

Catalogue: ESOMAR Congress 2003: Management, Accountability and Research

Authors: Hannsfriedrich Braun, Ambros Scope

September 14, 2003

Don't cut off the hand that feeds you

This paper shows how the use of consumer based equity measures within a discounted cash flow framework can create a means for both finance and marketing to understand the full benefit of past brand building activities. It also shows how impact of...

Catalogue: ESOMAR Congress 2003: Management, Accountability and Research

Author: Andy Farr

Company: KANTAR TNS Malaysia

September 14, 2003

Navigating in a rough sea

This paper shows the need for totally different thinking. There are three sectors of thinking: network thinking; future open thinking; and strategic thinking. Only the combination of these aspects of thinking can deal with the future in an efficient...

Catalogue: ESOMAR Congress 2003: Management, Accountability and Research

Author: Franz Tessun

September 14, 2003

Managing intangible assets to create tangible value in organizations

This paper is based on the premise that the intangible asset of a company, in form of its employees and customers, and the relationship the company forms with these constituencies, are what create value and generate profit. The authors build upon...

Catalogue: ESOMAR Congress 2003: Management, Accountability and Research

Authors: Berth Jonsson, Mikael Paltschik, Soumya Roy

September 14, 2003

A new generation of brand controlling

Management has concluded that brands represent the most important asset of a company. Independent from their branches, this is almost true for all brands. Brands demand high investment in marketing activities in order to secure and build value. The...

Catalogue: ESOMAR Congress 2003: Management, Accountability and Research

Author: Oliver Hupp

Company: GfK

September 14, 2003

Changing equity of brand labels: The Asia Pacific perspective

This paper outlines the current status of private label in Asia and predicts the future of both brand and private label in Asia. The presence of private label in Asia is linked to the development of the trade structure by country as well as the...

Catalogue: ESOMAR Congress 2003: Management, Accountability and Research

Authors: Seonaid Anderson, Helen Passingham-Hughes

Company: KANTAR TNS Malaysia

September 14, 2003

How can local brands survive in a global world?

It is exactly twenty years since the publication of Professor Ted Levitt's Harvard Business Review paper on the globalisation of markets.Levitt's main thesis was that cultural differences were eroding so fast, especially in the developed world, that...

Catalogue: ESOMAR Congress 2003: Management, Accountability and Research

Author: John Fanning

September 14, 2003

How corporate reputation measurement can be a part of every CEO's KPIs

This paper focuses on an integrated and holistic approach to reputation measurement within the National Australia Bank (NAB) - one of Australia's largest commercial banks. This approach has incorporated a number of key studies to deliver...

Catalogue: ESOMAR Congress 2003: Management, Accountability and Research

Authors: John Marinopoulos, Wesley Hill

September 14, 2003