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
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
- Customer Lifetime Value Success Story
- Customer Loyalty Program Not Living Up to Expectations
- Trends in Loyalty
- Ipsos Loyalty Unique
- A Practical Matter: Controlling Costs with Updated Interactive Voice Response (IVR) Technology
- Turning Customer Data into Retail Sales
- The Pitfalls of Management Teleology
- Lucrative Loyalty: Know Your Customers' Lifetime Value
- Actionable Loyalty Research For Global Clients
- How Ipsos Loyalty is Unique
- Ipsos Loyalty Specialization
White Papers/Articles
- '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)
- Strategic Insights for Optimizing Customer Loyalty (163kb)
- A fidelidade e seus mitos (463kb) Brazil
- Loyalty Myths: Make Customer Loyalty Pay (111kb)
- Multicollinearity in Customer Satisfaction Research (379kb)
- Loyalty: Myths and Realities about Desire (396kb) English
- Impact of Customer Satisfaction on Share of Wallet in a B2B Environment (1645kb)
- How to measure and manage word of mouth (2,638kb)
Publications
Media Releases
- Paper “A Longitudinal Examination Of Net Promoter And Firm Revenue Growth” Awarded The 2007 Marketing Science Institute/H. Paul Root Award
- Service, Service, Service! The Overarching Message Of You Can’t Win a Fight with Your Client
- 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
