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
- ¿Qué quiere afianzar, la lealtad hacia su marca o la lealtad de sus clientes?
- Las Siete Verdades de la Lealtad del Cliente
- 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)- Harvard Business Online: When is Customer Loyalty A Bad Thing (74 kb)
- MITSloan Management: Linking Customer Loyalty to Growth (518 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
- One Quarter (24%) Of Canadian Workforce Concerned About Holding On To Their Jobs
- 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
Events
- Archived Video Presentation: Acting on Facts, Not Faith - European Customer Management World Conference Presentation
