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Customer Experience and information – a terminal issue?
Tim Voigtländer recounts his experience as a customer of a low-cost airline when something went wrong - what lessons can companies learn from his customer experience?
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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.
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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.
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Fighting Fraud
Ipsos was commissioned by Vocalink to conduct research into people's attitudes, concerns and expectations regarding the usage and sharing of personal financial data to combat fraud.
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The Imperatives for Customer Loyalty 2012
For the fourth year running, The Logic Group has partnered with Ipsos to conduct consumer research with the Great British public to understand the key drivers behind, and manifesting behaviours of, customer loyalty in 2012.