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Putting in the Effort: Why treating customers fairly is key to business success
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.
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Up close and personal: Humanising omnichannel
Humanising omnichannel means seamless customer journeys are just the start.
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Got30: An Ipsos vodcast
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.
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Black Friday 2020: Time to breathe new life into the long-standing retail event
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.
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Pictures speak louder than words: Towards a new understanding of brand choice
Using metaphor elicitation to gain a truer consumer-centric measure of influence.