Need to understand and improve your customer service ?
Just as good neighbors are forgiven a noisy party, brands are forgiven things as well. But which things? At Ipsos Loyalty we can identify your customers’ key requirements and measure and track actual versus intended key target service delivery, and then evaluate against actual customer expectations. So you can set standards for performance and quality that optimize your organizational efficiency, and build and develop effective processes that reduce cost, boost quality and deliver great customer experiences.
Need to understand and limit customer churn ?
At Ipsos Loyalty we know what to measure to increase levels of customer retention and how to use the customer database and touch-point programs to manage risk closely. Monitor critical incidents and problems in your customer service in real-time and set up immediate response systems. Establish the value proposition best suited to meet the needs of your most valuable customers to ensure you retain them. We help you understand attrition, where and why it exists, and what can be done to limit it.
Want to Maximise Revenue ?
Ipsos Loyalty can help you discover how all your individual brand experiences contribute to your clients becoming not just loyal, but PROFITABLY loyal. Profile individual customers based on behavior, motivations and attitudes so you can best target your marketing communications, offer, and services.. Predict which of your customers are most likely to be loyal and profitable. Get an idea of your customer lifetime value and develop strategies for converting potentially profitable loyals to the real thing.
Need to reduce costs ?
You want to reduce costs but need to ensure that you still offer the right value proposition to your customers, so that you retain your most valued customers and continue to grow your business.
Our solutions help you get your priorities right so you can invest where absolutely essential, where improvements will make the biggest difference in driving economies while still offering customer service that delights your customers and keeps them coming back
Looking to ensure a Return on Your Investment ?
We leverage your customer database to prioritize customers for retention and development, as well as enrich the value of a loyalty program, and link loyalty program activity back to the bottom line. We combine survey data with client database and retail transactional data, as well as websensing, for more in-depth analyses on how to drive success, increase profitable loyals and ROI. Internal metrics can be linked to satisfaction/loyalty for customer and business outcomes.
Looking for a clear understanding of how your international business is doing ?
At Ipsos Loyalty our sophisticated IT platforms and integrated global network allow us to offer you clarity and comparability of survey results, across countries and regions, no matter where the research is done.
Is your Rewards or Loyalty program not delivering the expected benefits ?
The objectives of a loyalty program are positively impact satisfaction, retention and loyal buying behavior, create trust and enhance brand image. But is your program delivering these benefits? Ipsos Loyalty can help you calculate the impact of your loyalty program on share of visit and brand perception and measure its effectiveness at fostering loyalty. Step change your program in line with customer expectations to reduce waste and ensure a mutually profitable relationship for your business and your customers.
Looking to enhance employee engagement to sustain your customer initiatives ?
After Ipsos Loyalty has identified your most critical priorities for action to improve customer loyalty, retention, and profitability, we back this up with actionable market information to align your strategy, systems and processes and communications. Our specialist employee research arm, Ipsos Loyalty ERM can work with you to refocus your organization to deliver mutually rewarding relationships, engaging and motivating the organization around the customer and efficient processes. So you can build mutually profitable relationships inside your organization as well as outside.