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Mystery Calling: Dialling up your contact centre performance
Discover how a well-designed mystery calling programme can drive loyalty and profits in this new Ipsos Views paper.
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2019 China Food and Beverage Packaging Trend Observation
From “Visibility” to “Interaction”. Packaging design is one of the most important parts of establishing the product image and generating the marketing strategy.
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[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.
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Does Byron Sharp's Philosophy Work for Innovation?
Can marketers use Byron Sharp’s principles to help them launch successful innovations?
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Get Fair or Fail: Why Fairness is Key to Business Success
Acknowledgement of customer experience (CX) as a driver of business performance is at an all-time high, with most companies making significant investments to meet their customers’ needs. But for many the question remains, how do you choose which customers or situations to prioritise?
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The Map to Brand Growth
Whether it’s the I'm Lovin' It jingle or the Golden Arches that make you think of McDonald's they are both examples of salience, and salience sells.
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Enterprise Feedback Management (EFM)
Customers across all categories now look for a personalised experienced that is available when they want it, how they want it, where they want it. Regardless of whether the desired experience is delivered, it is now possible through the explosion of mobile coupled with the prominence of social media for consumers to give instant feedback. The consequence is the increasingly significant impact that customer experience has on the overall relationship with a brand.