Customer Experience is of great importance in any industry. This is arguably most evident in the high-end spectrum of the market where affluent consumers literally spend billions of dollars, pounds, euros, yuan or yen – year in, year out.
Ipsos Mystery Shopping uses panels of expert ‘shoppers’ in more than 100 countries to collect objective feedback from unbiased consumers. More than one million tasks are conducted every year, of which an increasing part is completed by dedicated, affluent mystery shoppers – these individuals don’t rely on mystery shopping as an income, but rather enjoy the experience so much they count it as a pastime.
Naturally, mystery shopping in the luxury industry requires a very different approach to regular high street retail shops. However, there is much that the high street can learn from how luxury goods are sold. Download this free paper to the discover techniques top-end retailers use to maintain an excellent Customer Experience and how Ipsos designs luxury mystery shopping programmes that can benefit retailers of any calibre.
[WEBINAR] The Forces of Customer Experience
Do you truly understand the Forces that are at play in your customers’ minds? This new webinar accompanies our brand new CX whitepaper, 'The Forces of Customer Experience: The science of strong relationships in challenging times'. Hear from the author of the paper and Ipsos' CX Chief Research Officer, Jean-Francois Damais,
[WEBINAR] The Five Forces of Customer Experience
Customers make decisions about brands that directly impact the bottom line: share of spend, retention and advocacy and are all crucial outcomes that you need to enhance to create sustained revenue growth or brand loyalty. Beyond the commonly-cited functional elements of Customer Experience, emotional attachment is key to driving customers’ brand choice and therefore an organisation’s financial performance.