Winning Hearts & Minds - Loyalty in Action
All too often, clients tell us that they have “no problems” with customer loyalty simply because ongoing customer satisfaction surveys tell them their customers are “satisfied". However, we’ve learned from our experience that mere “satisfaction” cannot be equated with true loyalty.
Great Expectations 2016 - Are Service Expectations Really Rising?
Explore the causes, effects and changing nature of customer service expectations. Our latest data suggests that expectations have a role to play in understanding the link between the day-to-day of customer experience and overall brand relationships.
Is Love All That Matters? It's Complicated
The relationship status between people and their brands should, like human relationships on Facebook, sometimes be labelled “It’s complicated”. Why? Because we live in a systemic world where things exist and function in relation to one another, rather than as independent entities, not unlike the world of human relationships as viewed through the lens of social media.
Lost In A Data Jungle? Nurture Your Research Ecosystem To Find Your Way Out
Do your tracking studies feel more like juggernauts than nimble research vehicles? Are you drowning in data but still left with unanswered questions? Do you want efficient, joined-up insight from your different data sources, but don’t really know where to start?
How Millennials Of The USA Will Shape Tomorrow's Payments Landscape
Millennials are coming of age – their choices, their behaviours and their concerns are set to profoundly shape developments across every spectrum of business and commerce, and nowhere more so than in how they access their money.