Customer Experience

Why customer experience still matters amid COVID-19 and social distancing.

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.

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?

Today’s empowered consumers have more choices, greater knowledge and higher demands. They take charge of every aspect of their lives and seek innovations that fuel their desire for control.

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.

On November 25, join us as we discover The Future of Research at a fun and unique, presentation-free event.

Optimise the customer: Company Effort Ratio to maximize Loyalty

Understand the dynamics involved along people’s journey, in order to optimise brand’s touchpoints strategy: what media for what function and when.

Malaysia’s expanding global presence has created new opportunities and challenges for businesses operating in this market.