Search
-
Staying close to your customers
Why customer experience still matters amid COVID-19 and social distancing.
-
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 from Ipsos Loyalty UK explores the promise-experience gap, the benefits of aligning the two and the pitfalls of over-promising.
-
“Moodvertising” during the World Cup
Why is the mood of the crowd so important? How can it influence the ROI of your advertising?
-
Designing a ‘Smarter’ Mystery Shopping Program
Seven Steps to Success - Countless research studies show that brands which put the customer first and deliver a superior experience relative to their competition, achieve greater customer loyalty, higher profits and better returns for shareholders.
-
The Age of Algorithm
It is hard to find a major audience measurement service that does not employ statistical wizardry of one sort or another. From simple weighting of survey results to correct for sample imbalances to modelling the audiences to hard-to-measure media, the use of statistics and algorithms is increasing. In this White Paper, Andrew Green and Mario Paic explore some of these techniques.
-
Smarter Closed Loop Feedback
Many companies now deploy real-time Voice of the Customer or Enterprise Feedback Management (EFM) programmes.
-
Are Your Customers Working Too Hard?
Optimise the customer: Company Effort Ratio to maximize Loyalty