This paper is recommended reading, by our Mystery Shopping experts, for any organisation – regulators and the regulated – interested in ensuring that frontline staff are adhering to regulatory standards and are treating customers fairly.
Measuring customer effort in isolation is not enough. Organisations need to measure the Customer: Company Effort Ratio (C:CER) which takes both perceived customer and company effort into account.
This month’s edition of Ipsos Update features the latest research and thinking from Ipsos around the world on the future of mobility, world affairs, survey sampling and global infrastructure.
Humanising omnichannel means seamless customer journeys are just the start.
Got30 is a vodcast answering some of the questions we get asked by clients about Customer Experience and Channel Performance. We publish new videos every other week.
Delivering customer experience in the face of mask wearing.
Black Friday 2020 will be like no other. It could make or break retailers’ years. It could mark the death knell of Black Friday itself.
Delivering a Return on Customer Experience Investment: ROCXI.
Barriers and solutions to accelerate V-Comm adoption.
Quantifying the connection between quality and loyalty in automotive purchase.
Using metaphor elicitation to gain a truer consumer-centric measure of influence.
The science of strong relationships in challenging times.
Why customer experience still matters amid COVID-19 and social distancing.