Search
-
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.
-
Got30: An Ipsos vodcast
Got30 is a vodcast answering some of the questions we get asked by clients about Customer Experience and Channel Performance. We publish new videos every other week.
-
Staying close to your customers
Why customer experience still matters amid COVID-19 and social distancing.
-
Emotional Attachment and Profitable Customer Relationships
Getting Sticky - Brand managers want emotionally attached customers!
-
Drive Your Results With Target-Setting Analytics
This white paper outlines key tenets of the roadmap for target-setting success. We will address the importance of determining the right overall VOC measures and laying the right foundations. This includes establishing a target time horizon for corporate VOC targets, determining relevant KPIs, cascading targets to operational units – and then tracking performance against targets.