Customer Experience

Customer experience is of great importance in any industry. This is arguably most evident in the high-end spectrum of the market where affluent consumers literally spend billions. In this whitepaper three customer experience experts explain what challenges retailers face and what high street retailers can learn from the luxury industry.

In this paper, three highly experienced mystery shopping experts share their knowledge and opinions on different aspects of mystery shopping in the luxury industry and how it is a vital ingredient in a holistic Customer Experience strategy.

Changing Gear - What should an automotive mystery shopping programme focus on? What do car manufacturers and dealers want from a mystery shopping programme?

More than ever, customers have a powerful influence on their relationship with brands. Their voice matters and they can have a strong impact on a brand’s behaviour.

Sales success can be achieved by gaining a holistic view of consumers' path to purchase, the dynamics of online behaviour, and combined with tactical research.

For many people the mobile phone and social media are indispensable. Especially the chat and messaging functionalities are popular. Under the influence of these applications, there is a growing need for constant communication with each other. And that does not only affect communication between friends and acquaintances, but also business communication between companies and customers.

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?

The contribution of existing customers to brand growth.

On November 16th, the sixth edition of our CEMinar took place at Paviljoen Puur in Diemen. CEMinar is an annual educational event of Ipsos to inform and inspire organizations about the developments in Customer Experience Management. Geert Samplonius, Client Service Manager at Ipsos NL, opened the sixth edition by introducing the theme of this year’s event: What’s new in CX.