Knowledge Center
We invite you to browse our knowledge center, where you will find the latest position papers on current topics, books, and links to industry events.
Ipsos Minute
2008 Data Collection Tool Update: IVR (Interactive Voice Response)- Customers in Three Dimensions: Real Studies Offer Real Learnings
- Profitable Loyalty: Turning More of Your Current Customers Into Your Ideal Ones
- The Net Promoter Debate
- Customer Lifetime Value
White Papers/Articles
- Understanding Customer Retention and Switching Behavior (627 kb)
- 'Understanding Customer Relationships: How Important is the Personal Touch ?' by Alex Bollen and Claire Eames, May 2008 (1,006 kb)
- Outline, the Ipsos Loyalty ERM newsletter, French edition (386 kb)
- The Net Promoter Debate – Interview Transcript (710 kb)
- Adding Emotion to the Loyalty Mix (725 kb) English
- Managing Through Rose-Colored Glasses
- Call Center Satisfaction and Customer Retention in a Co-Branded Service Context
- Reexamining the Link Between Employee Satisfaction and Store Performance in a Retail Environment
- Employees and Companies:Towards A Transactional Relationship (95kb)
- Sales and Service Excellence Magazine (999kb)
Publications
Media Releases
- Paper “A Longitudinal Examination Of Net Promoter And Firm Revenue Growth” Awarded The 2007 Marketing Science Institute/H. Paul Root Award
- Up To 25 Million Americans Went Without Legal Counsel Over The Last Two Years Because They Didn’t Know How To Choose The Right Lawyer
- Food and Beverage Industry's Sterling Reputation Could Be Tarnished By Health and Obesity Issues
