Resource Library

For last year’s Summit, a research study was conducted to assess the drivers of employee satisfaction and engagement and the downstream customer and financial implications of these important employee attitudes. This research identified several unique organizational characteristics driving employee engagement, including employee satisfaction, and identified organizational communication as a key driver of employee satisfaction.... [ read more ]

Despite hundreds of billions of dollars spent annually by organizations to engage employees and customers, numerous independent research studies find that neither employee nor customer engagement have improved appreciably in more than a decade. ... [ read more ]

Conceived in the 1990s, the concept of Total Rewards represented a revolution in thinking related to compensation that to this day has not been fulfilled at many organizations, that is: a strategic, holistic approach to compensation that considers every aspect of the employee experience and his or her capabilities and potential contributions to the organization. ... [ read more ]

This "model" human capital report condenses the longer profile of the "ideal" practitioner of Stakeholder Capitalism - a fabricated organization known as IMC, an integrated communications company. See ESM: -"The Perfect Company: Anatomy of an Ideal Practitioner of Stakeholder Capitalism." This model was created to help organizations of all sizes visualize the format and contents of a human capital report based on ISO 30414 Human Capital reporting standards for employees and ISO 10018 People Engagement standards for customers, channel and supply chain partners, and communities. ... [ read more ]

Pick-n-Pay, a South African supermarket chain with 265 stores, opted to rebuild its corporate image, emphasizing such tenets as respect, dignity, and freedom for all individuals. ... [ read more ]

More than 200 million game pieces were circulated on the caps of white milk gallons, supported by point-of-sale materials installed in participating grocery stores. Consumers collect game pieces for an opportunity to win a grand prize, promoted with the tag line, "Live Like a Milk Mustache Celebrity for One Year!" The winner gets his or her own milk mustache ad in a national publication, along with a trip for two to the October 2000 World Series, the January 2001 Super Bowl, and Hollywood. A milkshake date with Ivana Trump, his and hers mountain bikes, and a plethora of other prizes are also included. ... [ read more ]

Advertising Research Foundation (ARF), founded in 1936, has members from more than 400 advertisers, advertising agencies, research firms, media companies, educational institutions, and international organizations. Its mission is to improve the practice of advertising, marketing, and media research in pursuit of more effective marketing and advertising communications.... [ read more ]

The American Marketing Association, one of the largest professional associations for marketers, has 38,000 members worldwide in every area of marketing. For over six decades the AMA has been the leading source for information, knowledge sharing and development in the marketing profession.... [ read more ]

For the past three years, American Tire Distributors has rewarded its top dealers with an all-expenses-paid excursion to one of Alaska's premier fishing resorts…and you can bet they'll be working hard to ensure that next year they’ll earn ... [ read more ]

Few people in academia better understand the convergence of analytics and Enterprise Engagement than Charles Scherbaum, Associate Professor of Psychology at Baruch College and a member of the doctoral faculty at the Graduate Center of the City University of New York. Scherbaum, an early contributor to the Enterprise Engagement Alliance curriculum on analytics... [ read more ]

The Brand Activation Association has a broad focus on all the disciplines required to activate a brand's strategy, from creative strategies to measurement, on topics from omni-channel marketing to experiential marketing and social media. BAA builds on its membership knowledge base, spanning expertise in strategy through activation, and across all touch points.... [ read more ]

Provides a detailed outline for marketers of every aspect of the FTC regulations protecting consumers against telemarketing fraud.... [ read more ]

The game positioned Chex as fun for kids and gave it contemporary appeal by taking advantage of the growing number of home computers. The game was designed to be exciting so consumers would continue to play, generating additional brand impressions. ... [ read more ]

John Deere agricultural dealers sell and service equipment and parts. Loans and leases through the company for these items generate profit and build brand loyalty. So it was logical that John Deere's first credit-related promotion would be designed to increase credit/lease acceptances, market share, and brand loyalty. ... [ read more ]

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 ]

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 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 ]

The month-long "Ford Family Days" promotion was developed to build consumer awareness of the Ford Windstar and other family-oriented models. The "Project KidCare" tie-in increased traffic for the final day of the promotion. ... [ 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 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 ]

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 ]

ICSA is a non-profit association led by customer service professionals for customer service professionals. These are people who have walked in your shoes and understand your challenges and motivation. Organized in 1981 by a group of 59 customer service management professionals, today's ICSA has come a long way! Globally, our membership tops 700 and we offer a full range of programs that provide members with a forum for sharing knowledge and experience, searching for solutions and networking with other customer service management professionals. ... [ read more ]

The contest gave 19 kids (10 from the U.S.) the opportunity to fly to an undisclosed destination to join forces and execute a secret mission. Additional prizes included "QuestWorld Adventure" gear, including backpack, flashlight/siren, travel journal, pen, glow sticks, and T-shirt. The network's Latin American and Asian divisions also participated in the promotion. ... [ read more ]