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Insuring loyalty – how devoted customers might stop being punished
Jamie Talmage explores why plans to ban insurers from overcharging loyal customers will be welcomed by many.
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Pension Wise service evaluation: research with 2019/20 customers
This report presents the findings from a survey conducted by Ipsos on behalf of Pension Wise.
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How to adapt your VoC programme during COVID-19
Continuing to engage with customers during COVID-19 is a strategic imperative. However, proceeding ‘as normal’ is neither empathetic nor likely to understand the full picture of changing customer experiences. Here we discuss how your brand must react to the functional and emotional needs of your customers.
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Video Mystery Shopping – Closer to real
Video research can get us closer to real, consumer-led insights. So, shouldn’t you put video at the centre of more of your mystery shopping?
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CX Council – Structuring the Unstructured
Following the CX Council on the 20 November at The Dorchester, you can now access the slides from the event.
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Ipsos Research Highlights - October 2019
This month's Ipsos research highlights include net satisfaction with how the government is running the country now stands at minus 67, the public are still divided on Brexit and we explore how British attitudes to moral and social issues have become significantly more liberal.
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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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Customer Experience is Everyone’s Business
Customer expectations are higher than ever before, so why aren't more UK businesses taking the role of delivering an exceptional Customer Experience seriously?