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Demystifying Mystery Shopping
Why organisations use Mystery Shopping, and its role within Customer Experience Measurement research
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The future luxury customer
This roundtable discussion was hosted by Ipsos Channel Performance and Customer Experience.
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Driving compliance at the frontline
This paper is recommended reading, by our Mystery Shopping experts, for any organisation – regulators and the regulated – interested in ensuring that frontline staff are adhering to regulatory standards and are treating customers fairly.
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Up close and personal: Humanising omnichannel
Humanising omnichannel means seamless customer journeys are just the start.
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Harnessing the Power of Data
The third paper in our “Future of Insights” series explores how organisations are evolving to harness the power of data and technology for better insights.
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Bridging the Brand Experience Gap
How to align brand promise and customer experience for business success
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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.
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Case Study - Luxury Fashion Brand
Luxury consumption in China has been enjoying a rapid increase in the past few years. The parallel import luxury products are more popular in the market and therefore become a threat to local business of luxury brands. Find out more from the case study.