white papers

Navigating Through Turbulent Times: The People Side of Change

3 pages

Just about everyone understands that the current global economic situation is forcing all of us into a period of adjustment and change.     

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The Net Promoter Debate

4 pages; 1 chart

Net Promoter is one of the hottest business metrics of the moment. Firms like General Electric, Intuit, and American Express embrace the formula...     

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Multicollinearity in Customer Satisfaction Research

12 pages; 11 tables

This paper examines the strengths and weaknesses of four commonly used tools for modeling customer satisfaction data.     

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The Impact of Customer Satisfaction on Share-Of-Wallet in a Business-to-Business Environment

20 pages

The following paper examines the relationship between customer satisfaction and actual share-of-wallet in a business-to-business environment.     

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The Role of Customer Delight in Achieving Loyalty

12 pages; 8 charts

While businesses have customer loyalty permanently on their corporate dashboards, let’s remind ourselves that loyalty is not an end in itself, but...     

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Driving Share-of-Wallet through Customer Satisfaction and Brand Preference

15 pages; 5 charts

This research examines the interaction between customer satisfaction and firm/brand preference and their moderating impact on share-of-wallet...