In 2016, after extensive research in the USA and Australia, Ipsos Loyalty introduced a CX metric called the Customer:Company Effort Ratio (C:CER) in an article called ‘Are Your Customers Working Too Hard?’. C:CER proved to be three times better at predicting the likelihood of a customer using a company again after a poor experience or complaint than the ‘Customer Effort score’ alone.
Now, new research in 14 UK service sectors further validates the findings of the original R&D, shedding new light on why it is crucial for organisations to get the perceived balance of effort right.
Download ‘Get Fair or Fail: Why fairness is key to business success’ now to discover how to judge what incidents are critical, which customers are expendable and what the most suitable, cost-effective response or intervention will give you a competitive advantage.
All customer complaints are equal. But some are more equal than others. The challenge is to be fair to all of them – fair enough?
The Forces of Customer Experience [Webinar recording]
Do you truly understand the Forces that are at play in your customers’ minds? This new webinar accompanies our brand new CX whitepaper, 'The Forces of Customer Experience: The science of strong relationships in challenging times'. Hear from the author of the paper and Ipsos' CX Chief Research Officer, Jean-Francois Damais,
[WEBINAR] Innovation through the consumer lens
November 12 - Even established financial brands are at risk of losing influence and market share as innovative new entrants begin to inspire and occupy the attention of consumers. So, what is it that is appealing to consumers, and why aren’t we listening to them more?