Swiping a grocery store's loyal-customer card has become second nature to shoppers these days. "Scoring Points," one of the seminal marketing books of the last decade, tells the story of how British supermarket chain Tesco conceived, launched and developed its hugely successful Clubcard program -- and transformed itself into a winning brand. Authors Clive Humby and Terry Hunt, two key members of the project, and Tim Phillips, a leading business writer and broadcaster, bring a compelling, behind-the-scenes account of Clubcard -- the successes, failures and lessons learned. They show how Tesco made customer loyalty marketing work, even when almost every other loyalty program failed, thanks to vision, a strong team ethic and a company-wide commitment to customer satisfaction. It includes three new chapters, including an examination of the US retail market and the authors' work with both Tesco and Kroger.

Given our rapidly changing world, companies are virtually forced to engage in continuous performance monitoring. Though Key Performance Indicators (KPIs) may at times seem to be the real driving force behind social systems, economies and organizations, they can also have far-reaching normative effects, which can modify organizational behavior and influence key decisions - even to the point that organizations themselves tend to become what they measure! Selecting the right performance indicators is hardly a simple undertaking. This book describes in detail the main characteristics of performance measurement systems and summarizes practical methods for defining KPIs, combining theoretical and practical aspects. These descriptions are supported by a wealth of practical examples. The book is intended for all academics, professionals and consultants involved in the analysis and management of KPIs.

In parallel with the recent trend towards conducting ever more surveys, there has also been a decline in response rates, making it harder to obtain the desired number of completed interviews for these surveys. Incentives used in surveys, with the aim of increasing the response rates are manifold, varying from sending letters in advance and an increasing the number of reminder calls to pre-interview payments, cash incentives, charitable donations, and the chance to win lottery prizes. This book examines the impact of incentives and methods used to increase survey response rates.

"Hidden Champions" are medium-sized, unknown companies with annual revenues under $5 billion that have quietly, under the radar, become world market leaders in their respective industries. In this new instalment to his worldwide bestselling Hidden Champions volumes, Hermann Simon takes readers on in-depth exploration of the ever changing operating conditions and the greater uncertainty and volatility that defines the global business sphere over the next ten years. In particular, in this book he focuses on China's continued impact on the business world since its rise in the global business and economic sphere over recent decades. In this regard, Dr. Simon shows the reader how the current status evolved, and then offers concrete and actionable recommendations. New driving forces such as digitalization, business ecosystems and sustainability receive special attention. While the main focus is on companies in German-speaking countries as they comprise 56 percent of the world's Hidden Champions, the success factors mentioned in this book can be applied globally to mid-sized companies in other regions as they strive to become global market leaders. Whether a company is a "Hidden Champion", aspires to be one, or wants to emulate their success model, Dr. Simon's new book provides essential food for thought as executives and managers chart their course into the future.

Focus on Customer Satisfaction for Increased Profit
Statistics show that a single satisfied customer can bring a company two new ones but one unsatisfied client can cost it four. With this principle in mind, Customer Satisfaction Planning: Ensuring Product Quality and Safety within Your MRP/ERP Systems presents a progressive, cost-cutting efficiency system that builds on material requirement planning (MRP) and enterprise resource planning (ERP) to facilitate improved customer satisfaction. The book illustrates how shifting the focus from inventory replenishment to customer service results in a better product, received exactly on time, and with actual cost. Such a change is bound to make the company grow, benefiting its employees and suppliers, as well as the surrounding community.

Overhaul an Outmoded System
Lack of discipline, human error, and part failures are all common to the inventory-focused MRP/ERP systems that many companies still use to plan production and keep track of materials. But these methods are based on antiquated principles and technology from the 1970s several computer lifetimes ago. The author explains why his novel system will change the face of modern business management and details an implementation plan. He also documents the adjustments in logic and strategy through which companies can make major advances in inventory management and product assurance. For instance, in terms of manufacturing, customer satisfaction planning (CSP) improves the process by linking component orders to the parent order so a valid trail exists in the event of a recall.

Developed on the basis that collecting and tracking information is considerably easier and less expensive than ever before, CSP calls for changes in receiving, inventory tracking, product management and assurance, kitting, and costing processes. These adjustments and their resulting focus on the product and customer make CSP the next logical step in business evolution.

This book intends to make sense of how Chinese leaders perceive China's rise in the world through the eyes of China's international relations (IR) scholars. Drawing on a unique, four-year opinion survey of these scholars at the annual conference of the Chinese Community of Political Science and International Studies (CCPSIS) in Beijing from 2014-2017, the authors examine Chinese IR scholars' perceptions of and views on key issues related to China's power, its relationship with the United States and other major countries, and China's position in the international system and track their changes over time. Furthermore, the authors complement the surveys with a textual analysis of the academic publications in China's top five IR journals. By comparing and contrasting the opinion surveys and textual analyses, this book sheds new light on how Chinese IR scholars view the world as well as how they might influence China's foreign policy.

Click on the Supplements tab above for further details on the different versions of SPSS programs. Fundamentals of Marketing Research covers all facets of marketing research including method, technique, and analysis at all levels. The methodological scope regarding research design, data collection techniques, and measurement is broad with three chapters devoted to the critical area of measurement and scaling. The presentation is from primarily a pragmatic and user-oriented perspective which aides the student to evaluate the research presented to them. This text explores cutting-edge technologies and new horizons while ensuring students have a thorough grasp of research fundamentals. Key Features * Contains a wealth of modern methods and techniques not found in competing texts * Provides numerous illustrative cases at the end of each section * Integrates international marketing research throughout instead of placing it in a separate chapter * Has a full chapter devoted to the essential topic of online research * An Instructor's Manual on CD-ROM provides instructors with examination questions, additional background material on discussion questions in the text, and other helpful aids Fundamentals of Marketing Research has been bundled at no additional cost to the students, with a license to use to prepare and distribute an online survey.

The purpose of this book is to examine the influence of sWOM and provide guidance on how to operationalize its growing power.Each day, millions of consumers venture online to search and exchange product information, seek out, and share opinions. Electronic word-of-mouth (eWOM) communication has been shown to influence consumer actions across a variety of industries. A significant portion of eWOM occurs on social media platforms. Social word of mouth (sWOM)-a subset of eWOM-has incredible reach with the potential to influence over 4.6 billion active social media consumers. The purpose of this book is to examine the influence of sWOM and provide guidance on how to operationalize its growing power. Our goal in writing this book is to bring together industry best practices and academic research to help you construct social media content that speaks with your brand voice, stimulates engagement, inspires consumers to #share, and complies with industry and federal guidelines.

Qualitative Market Research follows through a complete research project from the perspective of both user and practitioner. In this respect, it can be used as both a continuous teaching text and training manual, or individual sections may be consulted to enhance knowledge of `best practices' and improve productivity in any specific research application. Section one begins with an overview of the history and philosophy behind the practice of qualitative research, using qualitative or quantitative approaches, organizing qualitative research (particularly those in `practice' such as research consultants), qualitative research applications (including product development, branding and advertising) and the varieties of qualitative research methods. Section two looks at the management of qualitative research and discusses project management, planning and budgeting issues. Section three looks at group moderation and interviewing techniques, and section four addresses the whole area of collecting and analyzing qualitative data, including discussion of computer-assisted software methods, as well as research reporting. This book meets the needs of several audiences by creating some common ground in the applied practice of qualitative research. It should consequently be invaluable reading to a wide readership, from social research methods students (particularly those in sociology, business, psychology, education, marketing and market research) to worldwide practitioners of qualitative research, both clients and consultants.

". . . a comprehensive survey of the topic . . . a complete resource and a fundamental yet creative cookbook . . . Mariampolski offers detailed suggestions on how to effectively set up each particular type of project with step-by-step guidelines on how to proceed at each stage along the way. . . . It will be very interesting to those who wish to work in marketing, advertising, or research."

--Journal of Advertising Research

Richard Krueger offers a rich and valuable discussion of focus group analysis that is sure to become a major guide in future focus group efforts. Because analyzing focus group data is different from analyzing data collected through other qualitative methodologies, it presents new challenges to researchers. Analyzing and Reporting Focus Group Results offers an overview of important principles guiding focus group research and suggests a systematic and verifiable analysis strategy. Krueger is not doctrinaire, but instead offers multiple approaches and invites others to share their strategies for analysis. The book is helpful for academic audiences, focus group practitioners, and the occasional moderator. And the straightforward approach contains hundreds of helpful tips. The reader of this volume is bound to find delightful strategies that will improve analysis.

Involving Community Members in Focus Groups is a must for those who want to teach others to conduct focus group interviews, particularly non-researchers in communities. Authors Richard A. Krueger and Jean A. King draw upon years of experience working with communities and present practical strategies for working alongside non-researchers. Krueger and King argue that volunteers can often gather and present results more effectively than professionals; However, a critical element is how the volunteers are prepared and the manner in which they work together. This book offers countless tips, advice, and exercises for preparing people to conduct focus groups, whether you are preparing a team to conduct a community study or teaching one person to help in a study.

Moderating Focus Groups is indispensable for those who want to improve their focus group moderating skills. Based on years of experience in moderating and training others to moderate, Richard A. Krueger offers scores of tips and sound advice on how to become a master in leading focus groups. The book is an easy-to-read overview of critical skills needed by moderators, the various approaches that successful moderators use, and strategies for handling difficult situations. Rookie moderators will find this book is an invaluable guide, and veteran moderators will discover tips and strategies for honing their skills.

Huawei Goes Global provides a much-needed, comprehensive, and scholarly examination of the business environment and the striving global operations of China's technology giant. With theoretical research, case studies, data analysis, and empirical studies, this two-volume work tells a fascinating story of internationalization in an emerging economy. As one of the most powerful Chinese companies in the global economy, the largest global telecommunications-equipment producer and a leading consumer-electronics manufacturer, Huawei is a great example of the globalization of the Chinese enterprises in the twenty-first century. In Volume I, scholars critically examine the rise of Huawei as a Chinese global enterprise from the political economy and public policy perspectives, as well as Huawei's development strategies, innovations, and talent management. In Volume II, multiple authors carefully study the growth of Huawei from regional and geopolitical perspectives, and its corporate communication and crisis management. Within the framework of the trade conflicts between China and the US, controversies over economic sanctions, intellectual property disputes, and espionage and cyber security concerns, this groundbreaking work makes an important contribution to both academic literature and the ongoing public discourse on Huawei. Volume II is available here: https://www.palgrave.com/gp/book/9783030475789