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.
-
Get Fair or Fail: Why Fairness is Key to Business Success
Acknowledgement of customer experience (CX) as a driver of business performance is at an all-time high, with most companies making significant investments to meet their customers’ needs. But for many the question remains, how do you choose which customers or situations to prioritise?
-
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.
-
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