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.
Optimising the eCommerce Experience
How to align brand promise and customer experience for business success
Exploring the demand for more immersive experiences as we move into a more digital world.
Got30 is a vodcast answering some of the questions we get asked by clients about Customer Experience and Channel Performance. We publish new videos every other week.
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.
The science of strong relationships in challenging times.
Why customer experience still matters amid COVID-19 and social distancing.
Discover how a well-designed mystery calling programme can drive loyalty and profits in this new Ipsos Views paper.
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.