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Ipsos Update - October 2018
Welcome to Ipsos Update – our monthly selection of research and thinking from Ipsos teams around the world. October’s edition features new papers on agile research, surviving disruption, and creating strong branded memories in ads, as well as reports on Kenya, populism, and young people globally.
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Chinese International Travel Monitor 2018
This is the seventh edition of the Hotels.com™ Chinese International Travel Monitor (CITM), which takes a comprehensive look at the impact on global travel by mainland Chinese travelers.
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Mystery Shopping in the Luxury Industry
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.
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Customer Centricity: from Stance to Reality
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.
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When Difference Doesn’t Mean Different: Understanding Cultural Bias
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.
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How Food Shopping Habits Are Being Transformed By Tech
Conversational commerce, chat, bots and all that. Technology is changing how we think, work and, not least, shop.
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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.