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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.
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Ipsos reinforces its Social Media Intelligence capabilities with the acquisition of Synthesio
Ipsos is pleased to announce the acquisition of Synthesio for an amount of over USD50 million in cash.
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Customer Centricity: from Stance to Reality
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.
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When Difference Doesn’t Mean Different: Understanding Cultural Bias
Running global Customer Experience studies provides both better value for money than individual country studies and a degree of standardisation across markets. However, their validity remains at risk from an age-old research problem: cultural bias.
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Chinese International Travel Monitor 2017
This is the sixth edition of the Hotels.com™ Chinese International Travel Monitor (CITM), which takes a comprehensive look at the impact on global travel by mainland Chinese travelers.
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Decode The Journey
Becoming a Truly Customer-Centric Organisation. The stakes for being customer-centric are as high as ever. Join us to learn best practices and lessons from leading experts across different sectors.
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Web Listening
Social Intelligence delivers insights that drive strategic decisions and performance, from consumer expression and behaviours found in social media, search and other online data.
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Advisory Services
We are a diverse group of management consultants, brand strategists, researchers, sociologists and marketers who are passionate about developing breakthrough brand and marketing strategies.
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Mobile
Over the past few years, we have seen an increased proliferation of mobile across the world. Not only have we seen the number of mobile users grow worldwide, but we’ve witnessed increased engagement of consumers with their mobile devices for a variety of everyday activities, whether it’s watching videos, shopping and making purchases, or simply accessing the internet. We are now past the mobile tipping point, with mobile overtaking fixed internet access in many markets, across developed and developing economies. Consumer interactions with brands are, more than ever before, fragmented and multi-layered. Consumers are leading busy lives, and multi-task routinely in their day. Consequently, many of the planned brand exposures are missed and recall relevancy is eroding faster than expected.