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The Customer Experience Tipping Point
It’s no longer just intuition. Research confirms that customer experience is the top reason consumers choose a brand.
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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.
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For Mobile Banking, It Pays to Know Consumers
The world is becoming increasingly digital. And this is arguably impacting the financial services sector more than any other industry.
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We know where your customers are... and we’d like to ask them a few questions!
Geolocation will play an important role in customer experience management
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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 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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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.
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What is loyalty without choice?
"I think it's wrong that only one company makes the game Monopoly." - Steven Wright