Gaining customer loyalty and maintaining customer satisfaction

The following paper describes developments in business-to-business research in the Czech and Slovak republics and provides two case studies focusing on customer satisfaction surveys and their impact on the market place as examples.

Gaining customer loyalty and maintaining customer satisfaction

Toms Drtina, INCOMA Praha, Czech Republic andMartin Kadleek, INCOMA Slovakia, Slovakia

DEVELOPMENTS IN THE EMERGING MARKETS

Perhaps you remember when marketing research in so-called communist countries virtually did not exist (while research as a field existed, market research specifically and particularly business-to-business research had no base whatsoever).

Business-to-business research has evolved at an astonishing rate in the Czech and Slovak republics. Within this field a new type of a research, customer satisfaction surveys, has emerged. Customer satisfaction surveys are now becoming a growing business in the countries of central...

Not a subscriber?

Schedule your live demo with our team today

WARC helps you to plan, create and deliver more effective marketing

  • Prove your case and back-up your idea

  • Get expert guidance on strategic challenges

  • Tackle current and emerging marketing themes

We’re long-term subscribers to WARC and it’s a tool we use extensively. We use it to source case studies and best practice for the purposes of internal training, as well as for putting persuasive cases to clients. In compiling a recent case for long-term, sustained investment in brand, we were able to support key marketing principles with numerous case studies sourced from WARC. It helped bring what could have been a relatively dry deck to life with recognisable brand successes from across a broad number of categories. It’s incredibly efficient to have such a wealth of insight in one place.

Insights Team
Bray Leino

You’re in good company

We work with 80% of Forbes' most valuable brands* and 80% of the world's top top-of-the-class agencies.

* Top 10 brands