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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.
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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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When Difference Doesn’t Mean Different: Understanding Cultural Bias
Running global Customer Experience studies provides both better value for money than individual country studies and a degree of standardisation across markets. However, their validity remains at risk from an age-old research problem: cultural bias.
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“Moodvertising” during the World Cup
Why is the mood of the crowd so important? How can it influence the ROI of your advertising?
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Customers four times more likely to stop doing business with a company after negative experience – Ipsos Loyalty study
Australian companies expect their customers to do too much to resolve bad experiences