Search
-
2020: The year of the boiled frog
How retailers can adapt and respond to fluid customer behaviours and expectations post-COVID-19
-
Monitoring business performance during – and after – social distancing
In a world of social distancing and heightened health concern, it is critical that brands deliver an experience which takes responsibility for the wellbeing of their customers and employees. Delivering a standout customer experience during the crisis will inform consumer behaviour throughout – and perhaps long after – the outbreak. Here is how Ipsos can help.
-
Mystery Calling: Dialling up your contact centre performance
Discover how a well-designed mystery calling programme can drive loyalty and profits in this new Ipsos Views paper.
-
Get Fair or Fail: Why Fairness is Key to Business Success
Acknowledgement of customer experience (CX) as a driver of business performance is at an all-time high, with most companies making significant investments to meet their customers’ needs. But for many the question remains; how do you choose which customers or situations to prioritise?
-
Great Expectations: Are service expectations really rising?
Ipsos has combined the findings from existing and new research to explore the link between customer satisfaction at a particular service interaction and the customer’s relationship with that brand.
-
EY EMEIA Fraud Report 2017
Senior managers are failing to set the right tone on business ethics finds EY's EMEIA Fraud Survey based on research by Ipsos Loyalty.
-
Getting Sticky
Roger Sant of Ipsos Loyalty discusses how to create a framework for assessing customers' emotional attachment to a brand and the value of this emotional attachment.
-
Healing the Pain
A report from Ipsos Loyalty exploring how more intelligent case management and closed loop systems can maximize ROI and reduce customer complaints and churn