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.
Humanising omnichannel means seamless customer journeys are just the start.
Ipsos Update
How to align brand promise and customer experience for business success
Finding the right customer experience KPI for your business
Delivering customer experience in the face of mask wearing
Delivering a Return on Customer Experience Investment: ROCXI.
Quantifying the connection between quality and loyalty in automotive purchase.
The science of strong relationships in challenging times.
Why customer experience still matters amid COVID-19 and social distancing.
One of the most important developments facing brands today is how digital technology is fundamentally changing customer behaviour and decision-making. This paper introduces five 'Mind Economy' trends to suggest how consumer packaged goods (CPG) brands can achieve growth in this reality.
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.
A seven-step guide for organisations to derive more value from a better mystery shopping programme.