Voice of the Customer

By recognizing the fundamental link between EX and CX, organizations can unlock significant potential, create a more people-centric culture, and drive sustainable growth.

Head of Customer Experience (CX) at Ipsos, Jon Atkin, underlines the importance of choosing a consultative services partner alongside the right technology vendor

Do you know the answers to these: How can strategic target-setting help achieve best-in-class industry performance? How should targets be set for each operating unit? When is it time to reassess your target? We do.

Customers across all categories now look for a personalized experience that is available when they want it, how they want it, and where they want it. Regardless of whether the desired experience is delivered, it is now possible through the explosion of mobile coupled with the prominence of social media for consumers to give instant feedback. The consequence is the increasingly significant impact that customer experience has on the overall relationship with a brand.

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.

Responding to bad experiences to boost customer loyalty

Yes — yes, they are! Or at least, they certainly think so.

CustomerThink, March 4, 2016 — In this article, Jean-Francois shares details from a recent Ipsos study examining the impact of customer dissatisfaction.