Voice of the Customer

For CX Professionals: Expert Report Confirms Voice of Customer (VoC) Program Success Requires Both Service and Technology Providers
Customer Experience Survey

For CX Professionals: Expert Report Confirms Voice of Customer (VoC) Program Success Requires Both Service and Technology Providers

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

Drive Your Results With Target-Setting Analytics

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.
Customer Relationship Publication

Enterprise Feedback Management (EFM)

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.
Customer Satisfaction Publication

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.
Customer Satisfaction Publication

Healing the Pain

Responding to bad experiences to boost customer loyalty
Customer Satisfaction Publication

Are Your Customers Working Too Hard?

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

Predicting Retention and Word of Mouth: Are Your Customers Working Harder Than Your Company?

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