WFA responds to opinion on online behavioural advertising (28/06/2010)
RECMA releases study on agency competitiveness in pitches (01/06/2010)
UK Competition Commission rules on ITV's ad sales (31/05/2010)
Search engines criticised by EU over storing IP addresses (27/05/2010)
WFA releases media auditing guidelines (26/05/2010)
Millward Brown: "What are the Benefits to a Brand of a Satisfied Customer?"
Date: 25/03/2010
While customer satisfaction is a critical component of brand equity, companies often underdeliver on service. To improve the service element can be costly; often it requires the substantial reorganization of a business. However, if the benefits of doing so can be quantified, such investment may be justified. And when high levels of service delivery have been achieved, strong marketing can help to enhance perceptions of good service.
WFA members can login to download the full .pdf below.
For more information please contact Robert Dreblow.
Documents:
CustomerSatisfaction.pdf
