Resource Library

Customer Care Institute (CCI) is an international organization serving customer care professionals. It focuses on issues found in the customer service, consumer affairs, telemarketing, and help-desk professions. With more than 7,000 members, CCI provides Customer Care assessments, Customer Care Manager and Customer Care Professional certification courses, Customer satisfaction measurement programs, front-line skills and management training, as well as many others.... [ read more ]

Reviews the economics and objectives of customer retention and argues that it’s easier and less costly to sell to existing customers than to new customers. The more customers you keep through active retention efforts, and the longer you keep them, the more profitable your company will be.... [ read more ]

A common error that frontline managers sometimes make is to focus their performance improvement efforts on employees’ weaknesses, rather than focus on their strengths. But Gallup research shows that the worst thing managers can do is to ignore their employees altogether. According to Gallup researchers Brian Brim and Jim Asplund, “If your manager focuses on your strengths, your chances of being actively disengaged at work are only 1 in 100. If your manager ignores you, however, you are twice as likely to be actively disengaged than if your manager focuses on your weaknesses. Being overlooked, it seems, is more harmful to employees’ engagement than having to discuss their weaknesses with their manager.” This paper offers a summary of their research.... [ read more ]

Just how effective are promotional products as giveaways at trade shows? A 2003 study by Georgia Southern University explores how promotional products impact recipient’s perceptions of the company, usefulness of the product and much more...... [ read more ]

This study, by Prof. James Oakley of Ohio State University, found a clear link between employee engagement and customer satisfaction, and customer satisfaction and profitability.... [ read more ]

This program was intended to boost awareness and use of a new hospital birthing facility.... [ read more ]

In 1999, the Incentive Federation requested that the Center for Concept Development conduct focus groups with incentive users in the New York, Los Angeles, Dallas, Chicago, and Atlanta areas.... [ read more ]

The Incentive Federation Inc. has commissioned a survey involving current users of merchandise and travel items for motivational applications. The Center for Concept Development (CCD) was asked to analyze the data collected in this survey and to prepare this report on the survey findings.... [ read more ]

The Incentive Federation Inc. has commissioned a survey involving current users of merchandise and travel items for motivational applications. The Center for Concept Development (CCD) was asked to analyze the data collected in this survey and to prepare this report on the survey findings.... [ read more ]

The Incentive Federation contracted with GfK, an international market research company, to develop and conduct a market sizing study of the U.S. marketplace for incentive travel and merchandise. Results showed that, overall, 34% of companies used either incentive travel or merchandise incentives in 2006, spending a total of $46.1 billion on incentive programs. Breaking down that total, the study finds that companies spent $13.4 billion on incentive travel and 32.7 billion on merchandise incentives. In addition, more than half of the study participants expect their future spending on incentive programs to increase.... [ read more ]

Determining the right mix of compensation, benefits, training, and rewards & recognition... [ read more ]

No doubt some people might dismiss Integrated Marketing as a passing fad, and who would view the burgeoning discipline of People Performance Management and Measurement (PPMM) as a buzz phrase or "flavor-of-the-month" marketing strategy.... [ read more ]

This study, conducted by Prof. Frank Mulhern and Patricia Whalen of Northwestern University, identified a significant gap between the view of human resources and employees on the role of employees on delivering customer satisfaction, but found that companies with a close link between human resources and marketing outperform companies that don't.... [ read more ]

This study, conducted by Prof. Frank Mulhern and Patricia Whalen of Northwestern University, identified a significant gap between the view of human resources and employees on the role of employees on delivering customer satisfaction, but found that companies with a close link between human resources and marketing outperform companies that don't.... [ read more ]

Promotional giveaways themed to a new product are used at a trade show to boost traffic and generate leads.... [ read more ]

Promotional products can increase traffic to an exhibitor’s trade show booth. A 1991 study by Exhibit Surveys Inc., found that using promotional products can give you an advantage over other exhibitors for buyer attention.... [ read more ]

The Incentive Federation Inc. is the umbrella organization founded to promote, protect, and research the incentive field, encompassing recognition, promotional products, and related promotions. In addition to being the industry's primary lobbying entity, the Incentive Federation provides the infrastructure for industry-wide corporate outreach efforts spearheaded by the Incentive Performance Center, as well as for the research developed by the Forum for People Performance Management and Measurement at Northwestern University. Plus, the Incentive Federation commissions the industry's only benchmark studies on the use of incentives by U.S. organizations. All suppliers and customers in the incentive and promotion marketplace benefit from these initiatives.... [ read more ]

Incentive Gift Card Council (IGCC), is a strategic industry group within the Incentive Marketing Association. The IGCC educates the incentive marketplace and the corporate community on the benefits of gift cards, including choice, value and service, and other key attributes recipients say that they want their awards to have. ... [ read more ]

The Incentive Manufacturers & Representatives Alliance (IMRA), a branch of Incentive Marketing Association (IMA), represents factory-direct salespeople in the incentive business, along with manufacturers. IMRA publishes a handbook for suppliers, conducts an annual marketing conference, and offers a free directory of incentive representatives. As a member, you automatically become a member of the IMRA.... [ read more ]

The Incentive Marketing Association (IMA) promotes the use of incentive programs as effective marketing and motivational tools. Membership includes manufacturers, representatives, distributors, incentive houses, gift certificate suppliers, and marketing agencies. IMA also holds annual education programs at trade shows as well as information services, publications, conferences and seminars, media representation, research, and public relations efforts to its members and to businesses to help them effectively use incentive programs to motivate employees and customers. IMA offers a complimentary listing of incentive product and service providers. IMA is also the umbrella organization for several Strategic Industry Groups, including the Global Incentive Council, IMA-Canada Council, Incentive Gift Card Council, Incentive Manufacturers and Representatives Alliance, Performance Improvement Council, and the Incentive Technology Council. ... [ read more ]

IMA-CC, a branch of the Incentive Marketing Association (IMA), provides information services, publications, conferences and seminars, media representation, research, and public relations efforts to the Canadian corporate community to promote the use of incentives. IMA-CC’s primary goals are to build awareness within the corporate community on how to effectively use incentive programs to motivate employees and customer groups, with the ultimate goal of improving corporate performance.... [ read more ]

The Incentive Research Foundation funds and promotes research to advance the science, enhance the awareness and appropriate application of motivation and incentives in business and industry globally. The goal is to increase the understanding, effective use and resultant benefits of incentives to businesses that currently use incentives and others interested in improved performance... [ read more ]

This paper explores the different types of consumer, dealer, and aftermarket incentives used in the automotive industry. It also looks at how advertising agencies view incentives. It examines traditional incentive strategies and concludes with advice on program implementation.... [ read more ]

A summary of research by the ISPI (International Society of Performance Improvement) on the impact of incentive programs and the essential implementation steps necessary for success. Shows how helpful incentive and motivation programs can be in terms of engaging employees and improving performance.... [ read more ]

With the increase of postal rates over the past several years and dwindling advertising and promotional budgets, many companies are tempted to reduce or eliminate investments into pre-show mailings with promotional products in tradeshow settings. Is this a wise choice? The results of a 2004 study by Georgia Southern University indicates the answer is NO.... [ read more ]