Ipsos Loyalty: Customer Experience and Critical Incidents
Ipsos Loyalty carried out an extensive survey across seven sectors in the U.S. to understand the dynamics of Critical Incidents, which are defined as “Moment of Truth” experiences with customers — both good and bad.
These incidents significantly impact perceptions of a company and behavior in the future. The study looked at the extent to which companies are successful at mitigating negative customer outcomes following a customer issue, revealing some interesting (and concerning) trends. Key findings from the research have been incorporated into a set of materials, which are all available on this page. To determine whether it's time for your organization to leverage Voice of the Customer technology, please take our online quiz.
Press Releases:
- Hotels, Banks, and Car Dealerships Make the Happiest Customers
- Consumers Share Positive and Negative Experiences Equally
- Ipsos Study Finds the Effort Companies Make to Resolve Issues Isn't Enough
Points of View:
- Healing the Pain: Responding to Bad Experiences to Boost Customer Loyalty
- Are Your Customers Working Too Hard?
Webinars:
In the News:
- Predicting Retention and Word of Mouth: Are Your Customers Working Harder Than Your Company? Editor's Pick!
- Customer Experience Really Matters
- Customers: We Work Harder Than Companies To Fix Problems
- Personalization, Banking's New Mantra
- Consumers Share Positive, Negative Brand Experiences Equally
- Customer Experience (Good and Bad) Affects Brand Loyalty
- 65% of US Customers Feel They Put More Effort in Than Brands to Resolve Issues
- Word of Mouth is Becoming Less Ephemeral, More Even-handed
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