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Mystery Calling: Dialling up your contact centre performance
Discover how a well-designed mystery calling programme can drive loyalty and profits in this new Ipsos Views paper.
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Mind the gap: Why what a brand promises and what it delivers matter
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.