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.
Delivering customer experience in the face of mask wearing.
Quantifying the connection between quality and loyalty in automotive purchase.
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.
A seven-step guide for organisations to derive more value from a better mystery shopping programme.
As environmental attitudes and consumer shopping habits change, packaging offers rewards for brands who demonstrate leadership on sustainability
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.
In this paper, three highly experienced mystery shopping experts share their knowledge and opinions on different aspects of mystery shopping in the luxury industry and how it is a vital ingredient in a holistic Customer Experience strategy.
More than ever, customers have a powerful influence on their relationship with brands. Their voice matters and they can have a strong impact on a brand’s behaviour.
