Measuring customer effort in isolation is not enough. Organisations need to measure the Customer: Company Effort Ratio (C:CER) which takes both perceived customer and company effort into account.
We start the year with a look at the global public’s predictions for 2022 and the latest research on the key issues ahead, including inflation, living with Covid-19, and climate change.
Most people across 25 countries now it is more important that businesses fight climate change than pay the right amount of tax. Seven in ten globally now say they tend to buy brands that reflect their personal values and that business leaders have a responsibility to speak out on social issues. Around the world, agreement on the urgency of dealing with climate change continues to rise but many other social attitudes hold steady, despite COVID-19.
This month we feature new research on women in advertising, wellbeing in India, alongside updates on world opinion on globalisation, economic recovery, exercise and sports, and more.
