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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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DUEL
Ipsos Duel, a DIY solution for fast, agile and intuitive screening of simple marketing stimuli.
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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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Device Agnostic Surveys a Necessary Evolution 2017
What are device-agnostic surveys? “Device-agnostic” implies that respondents can take in-browser surveys on any device they choose.
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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
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Device Agnostic
A growing number of respondents attempt to take surveys using a mobile device (smartphones, tablets and laptop).
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Mobile
Over the past few years, we have seen an increased proliferation of mobile across the world. Not only have we seen the number of mobile users grow worldwide, but we’ve witnessed increased engagement of consumers with their mobile devices for a variety of everyday activities, whether it’s watching videos, shopping and making purchases, or simply accessing the internet. We are now past the mobile tipping point, with mobile overtaking fixed internet access in many markets, across developed and developing economies. Consumer interactions with brands are, more than ever before, fragmented and multi-layered. Consumers are leading busy lives, and multi-task routinely in their day. Consequently, many of the planned brand exposures are missed and recall relevancy is eroding faster than expected.