White Papers & Articles
Adding Emotion to the Loyalty Mix
Welcome to the global version of Ipsos Ideas, a magazine that brings subscribers the latest findings and insights from Ipsos' top research specialists around the world. In this issue, experts from Ipsos Loyalty explore the evolution of customer satisfaction and retention models, from the quality movement to the database age to the present, and the misperceptions that have accumulated along the way. Combining their experience with the latest academic understanding and recent research, they identify pervasive loyalty myths that have been delivering false hopes and disappointing results. With the myths exposed, the authors describe the loyalty truths and processes that can generate a truly successful loyalty program.
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Latest White Papers/Articles
Understanding Customer Retention and Switching Behavior (627 kb)- Understanding Customer Relationships: How important is the personal touch? (1003 kb) Alex Bollen and Claire Eames, May 2008
- Marrying Market Research and Customer Relationship Marketing (369 kb)
- The Net Promoter Debate – Interview Transcript (710 kb)
Timothy L. Keiningham, May 2007 (Admap Magazine) - Paper By Ipsos Researcher Cited As One Of The Most Influential Papers In Last 25 Years
- 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)
- Strategic Insights for Optimizing Customer Loyalty (163kb)
- Loyalty Myths: Make Customer Loyalty Pay
- Multicollinearity in Customer Satisfaction Research (379kb)
- Loyalty Myths and Realities about Desire
Read this Issue in: English | French | Spanish - Impact of Customer Satisfaction on Share of Wallet in a B2B Environment (1645kb) Timothy L. Keiningham, Dr. Tiffany Perkins-Munn, Heather Evans, November 2004.
- Retail Banking: 2004 Customer Report (674kb) Kerri Ryan, Jo-Ann Osipow, Jason Brown, September 2004.
- How to measure and manage word of mouth (2,638kb)
Terry G. Vavra & Douglas R. Pruden, July/August 2004. - Customer Research, Not Marketing Research (2,023kb)
Terry G. Vavra & Douglas R. Pruden, Summer 2000. - The New Era of Customer Relationships
Read this Issue in: English | French | Spanish
