The science of strong relationships in challenging times.
Why customer experience still matters amid COVID-19 and social distancing.
Ipsos Update
Ethnography is a research method made for investigating cultural practices, rituals, consumer behaviour, routines and social norms. It helps our clients identify previously unseen opportunities through looking at people’s worlds in a new way, through putting behaviour at the heart of our investigation.
There’s no doubt that CX is a big business and it’s getting bigger. Some estimates put the measurement and implementation of CX programmes at $11 billion globally by 2020.
Let’s cut to the chase: a truly successful enterprise feedback management programme (EFM) is designed with the corporate strategy central to the programme and has links to seven key functions of an organisation, starting with the C-Suite.
Getting Sticky - Brand managers want emotionally attached customers!
This white paper outlines key tenets of the roadmap for target-setting success. We will address the importance of determining the right overall VOC measures and laying the right foundations. This includes establishing a target time horizon for corporate VOC targets, determining relevant KPIs, cascading targets to operational units – and then tracking performance against targets.
Explore the causes, effects and changing nature of customer service expectations. Our latest data suggests that expectations have a role to play in understanding the link between the day-to-day of customer experience and overall brand relationships.
A system designed to measure the quality of the experiences and interactions that customers have with a brand or service across all touch points, and to drive customer centric action plans within organisations.