Humanising omnichannel means seamless customer journeys are just the start.
How to align brand promise and customer experience for business success
Ipsos Update
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.
Delivering customer experience in the face of mask wearing.
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.
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.
In today’s fast-moving, shape-shifting world, it seems virtually every business, every marketer, and every researcher wants to be agile. But, what exactly does agility mean?
In this paper, three highly experienced mystery shopping experts share their knowledge and opinions on different aspects of mystery shopping in the luxury industry and how it is a vital ingredient in a holistic Customer Experience strategy.
Changing Gear - What should an automotive mystery shopping programme focus on? What do car manufacturers and dealers want from a mystery shopping programme?