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Opinion Polls: Why They Remain the Reference
The last year has seen opinion and election polling subjected to both criticism and praise. Here we review the evidence, looking particularly at recent experiences in the US, UK, France and the Netherlands.
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Brand Risk in the New Age of Populism
In an era where politics often overtakes the best cared-for brands, how do responsible stewards prepare their organisations to navigate ideological consumers?
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The Essential Steps for Building and Maintaining a Best-in-Class Customer Experience Culture
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.
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Seven Ways to Embed Your Enterprise Feedback Management Programme to Drive Sales
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.
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Emotional Attachment and Profitable Customer Relationships
Getting Sticky - Brand managers want emotionally attached customers!
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Drive Your Results With Target-Setting Analytics
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.
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Great Expectations - Are Service Expectations Really Rising?
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.
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Ipsos Encyclopedia - Customer Experience Measurement
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.