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Driving compliance at the frontline
This paper is recommended reading, by our Mystery Shopping experts, for any organisation – regulators and the regulated – interested in ensuring that frontline staff are adhering to regulatory standards and are treating customers fairly.
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Bridging the Brand Experience Gap
How to align brand promise and customer experience for business success
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Emotional Attachment and Profitable Customer Relationships
Getting Sticky - Brand managers want emotionally attached customers!
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Drive Your Results With Target-Setting Analytics
This white paper outlines key tenets of the roadmap for target-setting success. We will address the importance of determining the right overall VOC measures and laying the right foundations. This includes establishing a target time horizon for corporate VOC targets, determining relevant KPIs, cascading targets to operational units – and then tracking performance against targets.
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What to look for when researching a new vehicle
"For those looking for an accurate insight into the ownership experience offered by a certain vehicle – including both product quality and feedback on the sales and after service experience – quality market research can provide the answer, particularly when the surveys are conducted correctly."