Case Study

Shell Lubricants Puts Insights Into Action

3 pages; 2 charts

Shell Lubricants, a global leader in the lubricants industry, was strengthening its indirect distribution channel to deliver growth to both Shell and...     


Telus Connects the Dots

4 pages; 1 chart

During a period of significant strategic and organizational change, the large Canadian telecommunications firm TELUS Corporation sought to make a...     


Ipsos & La-Z-Boy A Dynamic Partnership

3 pages; 2 charts

La-Z-Boy’s method for measuring customer satisfaction and loyalty wasn’t giving them the data they needed – a serious problem in 2008 as the...     


Understanding Customer Retention and Switching Behavior in the Healthcare Sector

2 pages; 1 chart

While many industries (e.g. telephone, wireless, satellite radio, and internet providers) offer their services on a contractual basis, the nature of...