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Mystery Shopping in the Luxury Industry
Discover the techniques top-end retailers use to maintain an excellent Customer Experience and how Ipsos designs luxury mystery shopping programs that can benefit retailers of any calibre.
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Are Americans Ready For Retirement?
At Ipsos Loyalty, we keep an eye on the horizon as a commitment to our brokerage and investment fund clients.
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The Wallet Allocation Rule: Winning the Battle for Share
The Wallet Allocation Rule — written by Ipsos Loyalty's Chief Strategy Officer, Timothy Keiningham (co-authored with Lerzan Aksoy, Luke Williams, and Alexander Buoye) — presents a revolutionary approach for winning the battle for share of customers' hearts, minds, and wallets.
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The Immediacy of EFM
There has been much talk about Enterprise Feedback Management in recent times, but to many, it may be difficult to understand how to achieve real business success with it. This paper is designed to provide an overview and explain how, when deployed correctly, it can significantly benefit customer-facing organizations.
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Why Each Encounter Matters
Managers have long known that each interaction a customer has with their firm is a moment of truth that will either reinforce or diminish his or her loyalty. This has led to an increasing demand by managers to measure and manage customer satisfaction with each transaction. In fact, a whole new Enterprise Feedback Management (EFM) industry has grown rapidly to support this demand.
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The High Price of Customer Satisfaction
Most managers believe that customer satisfaction is linked to higher business performance. As a result, "satisfaction guaranteed or your money back" has become the standard promise for businesses around the world.
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The Complete Picture: To Mystery Shop or Conduct Satisfaction Surveys?
For many industries, including financial, technology, retail and travel, an integrated CSat and mystery shopping program is crucial to truly monitoring the customer experience. Do your metrics give you a complete picture?
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Grow Your Share With The Wallet Allocation Rule
Listen to this recorded webinar to learn about The Wallet Allocation Rule, which was featured in the October 2011 issue of the Harvard Business Review.