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Is your Customer Experience up to date with new expectations?
Understanding a new behavior of affluent customers
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Mystery Calling: Dialling up your contact centre performance
Discover how a well-designed mystery calling programme can drive loyalty and profits in this new Ipsos Views paper.
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Does Byron Sharp's Philosophy Work for Innovation?
Can marketers use Byron Sharp’s principles to help them launch successful innovations?
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The Map to Brand Growth
Whether it’s the I'm Lovin' It jingle or the Golden Arches that make you think of McDonald's they are both examples of salience, and salience sells.
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Designing a ‘Smarter’ Mystery Shopping Program
Seven Steps to Success - Countless research studies show that brands which put the customer first and deliver a superior experience relative to their competition, achieve greater customer loyalty, higher profits and better returns for shareholders.
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Emotional Attachment and Profitable Customer Relationships
Getting Sticky - Brand managers want emotionally attached customers!
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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.
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Enterprise Feedback Management (EFM)
Customers across all categories now look for a personalised experienced that is available when they want it, how they want it, where they want it. Regardless of whether the desired experience is delivered, it is now possible through the explosion of mobile coupled with the prominence of social media for consumers to give instant feedback. The consequence is the increasingly significant impact that customer experience has on the overall relationship with a brand.
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Flair France 2013 Shocks And Sanctuaries
“No commitment” could have been the title for 2013; advertisers (and not just telecom operators) certainly presented that option, as though in response to consumers’ mobile, versatile attitude, and their increasingly rapid decision-making. “France 2013, shocks & sanctuaries” expresses the new stakes better.