Customer Experience

Ahead of Black Friday 2018, Tim Denison traces the history of a retail event that has evolved into a global phenomenon. But what is different now to previous years, what can retailers learn, and what shape can we expect Black Friday to take in the future?

Didier Truchot, Ipsos Chairman & CEO, is pleased to announce today the successful completion of an agreement to acquire the mystery shopping staff, shoppers, and clients of Market Pulse International.

How to evoke an emotional response to leave strong branded memories. While we all know the importance of first impressions, this report highlights the significance of a good last impression.

Changing Gear - What should an automotive mystery shopping programme focus on? What do car manufacturers and dealers want from a mystery shopping programme?

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.

Australian companies expect their customers to do too much to resolve bad experiences

Understand the dynamics involved along people’s journey, in order to optimise brand’s touchpoints strategy: what media for what function and when.