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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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Ipsos and Demos/CASM call for better ethical standards in social media research
Ipsos and Demos call for better ethical standards in social media research in a new report published today, which finds just 38% of the public are aware their social media posts are potentially being analysed for research projects.
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Ipsos Loyalty Council: Sharpening the senses
For this report, we spoke to over 30 leading experts in customer management to explore the challenges faced by those managing the customer experience.