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Using Mystery Shopping to proactively measure staff engagement with Consumer Duty
Why Mystery Shopping is a key element of the research toolkit to assess customer interactions and drive improvements.
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Improving Consumer Duty Outcomes Through Customer Experience
Understanding the health of your relationship with customers is vital to sustain, broaden, and deepen customer relationships. For brands in the financial services sector, Consumer Duty only adds to this commercial impetus to treat customers fairly - the regulatory imperative has moved from adhering to rules to being guided by the core principle of acting to deliver good outcomes for retail customers.
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Consumer Duty: A clear way forward
A holistic solution for ensuring your business can not only meet, but exceed The Consumer Duty standards.
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Innovating with Financial Service Customers in Mind
By now, UK Financial Service (FS) providers should have their houses in order regarding the compliance of existing products and services to Consumer Duty outcomes. But what about new products and services travelling through the innovation pipeline? Is there a plan for baking Consumer Duty into their design phase?
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Building Stronger Stakeholder Relationships Through Consumer-Centric Culture
A positive reputation can unlock value across a business’ external stakeholder relationships. Whether engaging policymakers and regulators, consumers, the media, or wider business partners, meeting the Consumer Duty will be a key requirement for businesses to build and maintain positive sentiment among these stakeholder groups.
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Creating and Embedding Cultural Change
With Consumer Duty in full force firms will be expected to show they have embedded the outcomes of the Duty in their culture, presenting a challenge and an opportunity.
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Changing gear: How mystery shopping drives a better automotive CX performance
What should an automotive mystery shopping programme focus on? What do car manufacturers and dealers want from one? Jakub Hankovský explores the different options available to manufacturers, importers and dealerships, and how a well-executed campaign can fuel a better customer experience for customers and employees alike.
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United Breaks Guitars - The Rise of the Prosumer
The paper, entitled "United Break Guitars: The Rise of the Pro-Sumer", focused on drawing learnings from the consumer world into that of the pharmaceutical industry and in particular how the advent of Web 2.0 has provided consumers and patients (who in reality is the same person) with a much wider platform to collect and also disseminate information.
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Ipsos Health Flyer
Ipsos Health focuses on providing pharmaceutical companies in the UK with a holistic understanding across all healthcare stakeholders and customer groups. We have a particular expertise in helping clients understand how to operate when faced with complex policy issues.
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Market Access Article
Understanding market access means considering the interaction and 'balance of influence' of each stakeholder group to identify and address the opportunities and risks.