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Customer Relationship

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.
Customer perspective: An Ipsos podcast
Customer Experience Survey

Customer Perspective: An Ipsos podcast

Customer Perspective is a weekly podcast exploring all things Customer Experience, and Channel Performance.
Emotional Attachment and Profitable Customer Relationships
Consumers Publication

Emotional Attachment and Profitable Customer Relationships

Getting Sticky - Brand managers want emotionally attached customers!
EFM Publication

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.