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.
The first Ipsos Update of 2019 highlights recent reports on people’s (mis)perceptions of reality, global security and food. It also features new white papers on trust in media, human curation in an AI world and how technology is disrupting the customer experience.
Ipsos New Zealand Managing Director, Carin Hercock, today announced the appointment of Amrutha Murthy as a Director leading Customer Experience for the market research company.
Didier Truchot, Ipsos Chairman & CEO, is pleased to announce today the successful completion of an agreement to acquire the mystery shopping staff, shoppers, and clients of Market Pulse International.
How to evoke an emotional response to leave strong branded memories. While we all know the importance of first impressions, this report highlights the significance of a good last impression.
Running global Customer Experience studies provides both better value for money than individual country studies and a degree of standardisation across markets. However, their validity remains at risk from an age-old research problem: cultural bias.
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.
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.
