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  • Customer Experience Publication

    Are Engaged Alumni Found or Created?

    Have you ever been out driving and noticed a college or university bumper sticker on the car ahead of you? What is the motivation for placing that bumper sticker? Is the driver truly loyal or engaged with the institution? And, if so, was that engagement latent or was it created by the institution?
  • Public opinion Publication

    Green Marketing: Just a Tactic?

    Consumers appear to be wary of companies who label their products as being `green', or environmentally friendly. The results of an Ipsos Reid study conducted this spring on behalf of Icynene reveal that a significant percentage of consumers view `green' labeling of a product as little more than a marketing tactic and that some consumers have reservations when it comes to paying for such products.
  • Publication

    Green: The New Color for Tech?

  • Customer Experience Publication

    Net Promoter: A Longitudinal Examination

    In our May issue, Tim Keiningham, Senior Vice President and Head of Consulting discussed a paper he co-authored with a team of loyalty experts -- Lerzan Aksoy (Koз University), Bruce Cooil (Vanderbilt University), and Tor Wallin Andreassen (Norwegian School of Management) -- that takes an in-depth examination of the claims made by Net Promoter.
  • Customer Experience Publication

    The Net Promoter Debate

    A conversation with Tim Keiningham, Global Chief Strategy Office & Executive Vice President