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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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Managing Customer Experience in an ever-disrupted world
Customer Experience is now undeniably a driver of business performance, and companies make significant investment in order to meet their customers’ needs. But how can you ensure that investment creates authentic, influential and memorable experiences which truly represent your brand promise?
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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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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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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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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.