The Forces of Customer Experience – The science of strong relationships in challenging times is a new whitepaper from Ipsos’ Customer Experience team. Ipsos introduces a revolutionary human-centric CX framework that helps organisations drive stronger relationships through a better understanding of customers’ functional and relational needs. Through extensive R&D, Ipsos has identified strong predictors of emotional attachment and relationship strength – dimensions which have particular relevance to the COVID-19 crisis. Focusing on them will allow brands to refocus customer experience measurement and management to address what truly matters.
Do you truly understand the Forces that are at play in your customers’ minds? Join our complimentary webinar on 26 May at either 09:00 or 15:00 (BST) to learn more from Jean-Francois Damais, our CX Chief Research Officer, and author of this paper.
If you’re unable to attend the live webinar, simply register to receive the recording.
For more information on the paper, please email Jean-Francois Damais
For information regarding this webinar, please contact Chris Finnegan
[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.