Customer Experience

For the past number of months, we've been talking a lot about Enterprise Feedback Management and recently, an article co-written by yours truly and Andrew McInnes from Allegiance Inc. was featured in Quirks magazine.

Published by Quirk's Marketing Research Review, October 2013, p.38 — The move from traditional research to modern Enterprise Feedback Management (EFM) is a big change for most firms.

What makes great customer service? How do you keep your customers coming back?

Learn more about optimizing your VOC program by viewing this recorded webinar by the world's most authoritative loyalty research firm.

Creating an interesting and exciting customer experience can be a challenge for any marketer. In February 2013, John Carroll III, Global Head of Customer Experience, Ipsos Loyalty, shared seven tips and tricks to create an engaging experience for your customers. Hosted by The Conference Board, this recorded webinar also features Aflac who shares their secret to balancing quality, consistency, and exceptional customer experiences.

by John Carroll III & Ken Peterson

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.

Co-authored by Ipsos Loyalty's Alexander Buoye, Vice President of Analytics, and Timothy Keiningham, Global Chief Strategy Officer & Executive Vice President, along with two other esteemed colleagues, this paper introduces the Wallet Allocation Rule, a revolutionary methodology for linking customer loyalty information to share of wallet.

Download this paper scheduled for release in the Journal of Service Research.