Relationship marketing is a useful concept for understanding customers, but this paper looks at customer relationships from a different - and more holistic - perspective . It examines the extent to which the metaphor of personal relationships can be applied to interactions between individuals and companies, focusing on the customer relationship from the viewpoint of the customer rather
than the supplier .
Companies must understand the impact corporate responsibility has on a most valuable asset - their employees (both existing and potential). Ipsos MORI undertakes a vast amount of research on behalf of organisations, examining the impact CR / CSR has on different stakeholder groups, including employees.
Change is vital for organisations to survive and grow: external factors such as globalisation, the economic climate and new government legislation all demonstrate this requirement. Ipsos MORI undertakes a vast amount of employee research on behalf of organisations going through significant change.
This document presents the findings of research conducted by Ipsos MORI and the Logic Group in January 2009. By taking a Britain-wide snapshot we asked customers what they were doing in the first month of the New Year, and asked them about their take on Loyalty.
Reduce costs. Improve performance. Communicate what's happening. Look after the survivors. People management during the recession presents a whole new set of issues for organisations, particularly those which are used to growing and feeling successful.
Ipsos MORI were challenged with streamlining the corporation's staff survey so that it could better support the organisation's change agenda.
In short, it needed to become a more focused performance management tool.
Having recently appointed a new Chief Executive, the organisation was in the process of implementing a range of change initiatives, including an ambitious 3 year recruitment drive to increase staff count from 4,500 to 8,500 in line with expansion plans.
Since 2001 we have been working in partnership with this leading global financial services organisation. During this time we have built up a hugely successful working relationship with each other, so much so that Ipsos MORI is seen as part
of the team and not just a supplier.
Having previously undertaken employee surveys in-house, Medicover Group were keen to use analysis to drive action whi lst being able to benchmark their performance internally across the busines and externally against Ipsos MORI Top 10, sector specific and international norms.
This project involved interviews and discussion groups with a wide range of nhs staff and over 9,000 questionnaire responses. It identified major factors contributing to employee engagement and motivation to provide high quality care - creating a clear picture of how managers at all levels can improve how staff feel about their working lives.