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Customer Experience
Delivering a Return on Customer Experience Investment.
Benchmarking & in-Market
Measuring up to customers’ expectations and vehicle ownership position.
Mystery Shopping
Measuring the delivery of Brand and Customer Experience promises.
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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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Designing a better mystery shopping programme
A seven-step guide for organisations to derive more value from a better mystery shopping programme.
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Five simple maneuvers for maximizing your APAC medtech launch plan
What are the obstacles standing between you and success in your medtech strategies? How do you remain competitive in your space? Have you considered the needs of market access stakeholders in your medtech business plans, or is that missing from your strategy?
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The Behavioural Science of CPG: Disrupting the customer experience
One of the most important developments facing brands today is how digital technology is fundamentally changing customer behaviour and decision-making. This paper introduces five 'Mind Economy' trends to suggest how consumer packaged goods (CPG) brands can achieve growth in this reality.
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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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Mystery Shopping in the Luxury Industry
In this paper, three highly experienced mystery shopping experts share their knowledge and opinions on different aspects of mystery shopping in the luxury industry and how it is a vital ingredient in a holistic Customer Experience strategy.