Delivering customer experience in the face of mask wearing.
Quantifying the connection between quality and loyalty in automotive purchase.
Ipsos Update
The science of strong relationships in challenging times.
Why customer experience still matters amid COVID-19 and social distancing.
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.
A seven-step guide for organisations to derive more value from a better mystery shopping programme.
A study of motivational drivers to move beyond transactional relationships and towards meaningful research insights.
As environmental attitudes and consumer shopping habits change, packaging offers rewards for brands who demonstrate leadership on sustainability
One of the most important developments facing brands today is how digital technology is fundamentally changing customer behaviour and decision-making. This paper introduces five 'Mind Economy' trends to suggest how consumer packaged goods (CPG) brands can achieve growth in this reality.
Changing Gear - What should an automotive mystery shopping programme focus on? What do car manufacturers and dealers want from a mystery shopping programme?
More than ever, customers have a powerful influence on their relationship with brands. Their voice matters and they can have a strong impact on a brand’s behaviour.
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.