Customer Experience

Customer Perspective is a weekly podcast exploring all things Customer Experience, performance of channels, and Mystery Shopping.

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Join our free webinars on 3 March.

Changing the Game in the Insurance Sector - Mystery Shopping for Insurance

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.

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.

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.

Are service expectations rising? Check out the Ipsos blog for more on the relationship between consumers’ assessment of a service encounter and their perception of the provider afterward.

On January 17, you are cordially invited to the event “The Mystery Tour–Fashion Retailing”.