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Customer Relationship

Service with a smile cover
Customer Experience Publication

Service with a smile?

Delivering customer experience in the face of mask wearing.
The Forces of Customer Experience | Ipsos
Coronavirus Publication

The Forces of Customer Experience

The science of strong relationships in challenging times.
Staying close to your customers | Ipsos
Customer Experience Publication

Staying close to your customers

Why customer experience still matters amid COVID-19 and social distancing.
Mind the Promise Experience Gap
Customer Experience Publication

Mind the gap: Why what a brand promises and what it delivers matter

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.