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.
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.
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.
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.
Science fiction has become a practical reality — don't get left behind! Wearables, geo-fencing, and instant payments have created opportunities to produce engaging and immersive customer experiences.
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.
