Knowledge center

‘Customers take the positive path’, by Fiona Moss, Ipsos Loyalty UK, The Customer Contact Association’s In Touch magazine, Issue 6, 2010 (1273930 Kb)

Understanding Customer Retention and Switching Behavior (642221 Kb)

Understanding Customer Relationships: How important is the personal touch? (1026720 Kb)

Marrying Market Research and Customer Relationship Marketing (378308 Kb)

The Net Promoter Debate – Interview Transcript

Paper By Ipsos Researcher Cited As One Of The Most Influential Papers In Last 25 Years (1274889 Kb)

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 (93798 Kb)