White Papers
In-Store Execution – What Gets Measured, Gets Done!
By: David Rich
Although the use of independent audit companies is still new today, within the next several years we will see a dramatic increase in the role they play. Companies that are able to realize how much a third party audit company can increase the effectiveness of their trade and promotional dollars.
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Customer Research Not Marketing Research
By: Douglas R. Pruden & Terry G Vavra
For almost 20 years, U.S. businesses have been measuring the satisfaction of both their employees and their customers. Their goal has been to increase their competitive position by being better attuned to customer and employee needs.
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Driving Share-of-Wallet Through Customer Satisfaction and Brand Preference
By: Timothy L. Keiningham, Tiffany Perkins-Muhn, Terry G. Vavra, Heather Evans, John A. Theodore
This research examines the interaction between customer satisfaction and firm/brand preference and their moderating impact on share-of-wallet spending for a large financial institution and the fleet trucking industry.
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Customer Delight and the Bottom Line
By: Timothy L. Keiningham, Melinda K.M. Goddard, Terry G. Vavra, and Andrew J. Iacii
Throughout this decade, interest in monitoring and improving customer satisfaction has intensified among both academics and practitioners. As a result, considerable research has been done to understand the relationship between customer satisfaction and perceived service quality and consequences, including behavioral intentions, customer retention and product/service usage, word-of-mouth, and financial outcomes.
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Is Your Satisfaction Survey Creating Dissatisfied Customers?
By: Terry G. Vavra
Tips for improving your survey response rate while still pleasing your customers.
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Big Opportunity in 2009 Prospering In Hard Times Through Customer Insights
By: David Rich & Terry G. Vavra
While other are just surviving, check out our latest white paper on thriving in the retail sector in 2009 economy. Written by David Rich & Terry Vavra, learn how ICC/Decision Services establishes ROI in today's uncertain times.
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