How research helps brands reinforce value to cost-conscious customers

Tightened budgets and heightened costs are making Americans rethink how they spend on a variety of products and services. Ipsos’ Jeff Repace explains how customer experience research can help brands understand value perceptions.

How research helps brands reinforce value to cost-conscious customers
The author(s)
  • Jeff Repace senior vice president with Ipsos’ U.S. Customer Experience team
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What the Future: Transportation
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Auto insurance policyholders want more than just lower premiums. They’re demanding better online tools, streamlined processes and improved service.

And as rates rise, they’re more willing to shop around to find a provider that delivers on these needs.

This challenge isn’t limited to any one industry. From inflation to supply chain challenges, a range of forces is driving up the cost of consumer goods and services — and pushing Americans to think twice about the value they get from what they buy. At the same time, new technologies are shifting how services are provided and measured. To differentiate themselves from competitors and keep their customers from defecting, businesses must ensure they’re creating a seamless experience — online and offline, and no matter their sector.

New market research tools can help, both by enabling businesses to gather feedback on the customer experience and by guiding them as they translate those insights into better experiences. With an understanding of value perceptions, loyalty drivers and competitive positioning, brands can build customer relationships strong enough to outlast the temporary pain of price increases.

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The author(s)
  • Jeff Repace senior vice president with Ipsos’ U.S. Customer Experience team