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How Mystery Shopping Drives Better Automotive CX Performance
Changing Gear - What should an automotive mystery shopping programme focus on? What do car manufacturers and dealers want from a mystery shopping programme?
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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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Ipsos Update - February 2018
Welcome to the February edition of Ipsos Update – our monthly selection of research and thinking from Ipsos teams around the world.
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Ipsos Update - August 2017
Welcome to the August edition of Ipsos Update – our monthly selection of research and thinking from Ipsos teams around the world.
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Who Is Buying Luxury Goods In Asia?
What is the difference between luxury and mass market today? As premium brands grow and deliver constantly new experiences and personalised services, they are redefining the frontier between the two worlds, which is now more blurred than ever.
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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.
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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.
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Path to Purchase
Understand the dynamics involved along people’s journey, in order to optimise brand’s touchpoints strategy: what media for what function and when.