Customer Insights

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.

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.

Everything you need to know about mystery shopping.

Offering an outstanding customer experience and delivering fully on your brand promise helps achieving profitable growth. An excellent Mystery Shopping program is your key to success.

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.