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The third moment of truth: Why sustainable packaging became a corporate necessity
As environmental attitudes and consumer shopping habits change, packaging offers rewards for brands who demonstrate leadership on sustainability
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New Brand-Building Direction for Insurance Industry
In face of this fast-information-spreading world and fast development of different channels, insurance companies should make more effort to build distinctive brand image in a comprehensive way. To strengthen delivered brand image, insurance companies should pay more attention to the moment that customers interact with insurance companies.
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How “Word Of Mouth” Is Working In Russia
Goods manufacturers want consumers to discuss the benefits of their products widely, and are glad to have “word of mouth” helping them in promoting goods and contributing to advertising efforts.
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Are Your Customers Working Too Hard? The Australian Perspective
Australian companies expect their customers to do too much to resolve bad experiences. Customers four times more likely to stop doing business with a company after negative experience.
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The Future of Money: Financial Services in a Digital World
The financial services industry is experiencing a digital revolution - customers have a wealth of data at their fingertips, and are interacting and paying through new platforms and devices.
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The Importance of Mystery Shopping in an Omni-Channel Retail World
The concept of omni-channel retailing is changing the way brands interact with customers in fundamental, transformative ways.
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Smarter Closed Loop Feedback
This white paper explores how to optimise the design of Enterprise Feedback Management and Voice of the Customer programmes to maximise the ROI and reduce customer complaints and churn.