Customers

Mind the Promise Experience Gap
Customer Experience Publication

Mind the gap: Why what a brand promises and what it delivers matter

What happens when there is a mismatch between what a brand promises to its consumers and their actual experience? Fiona Moss explores the promise-experience gap, the benefits of aligning the two and the pitfalls of over-promising.
Ipsos | Luxury | Ipsos views | brands | customer-centric
Brands Publication

Keeping the dream relevant: Rethinking how to deliver the luxury experience

What challenges does a post-pandemic world with new inflationary pressures bring for brands aiming to deliver compelling luxury experiences and value propositions?
Measuring customer effort is not enough | Ipsos
Customer Experience Publication

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.
Saudi Arabia Travelers Report
Customers Survey

Spotlight: Saudi Arabia Travelers Report

As part of the Spotlight Series, the Saudi Arabia Travelers Report reveals the residents' travel habits
Brands Publication

Last Impressions also count

We often hear that first impressions count. In a first interaction, studies in social psychology suggest, on average, we judge people in as little as seven seconds. Seven short seconds in which we choose if we want to continue a relationship with another person.
Global Consumer Confidence | Ipsos
Consumer Behaviour Survey

Global Consumer Confidence Comes in at 50.5

September sees a 0.1 point rise from June to 50.5.