Search
-
Retail consumer confidence during coronavirus & beyond
Read our paper for tips on how to build consumer confidence in retail during Coronavirus and beyond.
-
Staying close to your customers
Why customer experience still matters amid COVID-19 and social distancing.
-
Mind the gap: Why what a brand promises and what it delivers matter
What happens when there is a mismatch between what a brand promises to its consumers and their actual experience? Fiona Moss explores the promise-experience gap, the benefits of aligning the two and the pitfalls of over-promising.
-
Financial Services in a Digital Age in South East Asia
Ipsos 2019 SEA Syndicated Research Series. The first of Ipsos SEA syndicated reports, Financial Services in a Digital Age caters to the rapid evolution that is taking place in the personal payment space across 6 South East Asian markets.
-
The Behavioural Science of CPG: Disrupting the customer experience
One of the most important developments facing brands today is how digital technology is fundamentally changing customer behaviour and decision-making. This paper introduces five 'Mind Economy' trends to suggest how consumer packaged goods (CPG) brands can achieve growth in this reality.
-
How mystery shopping drives better automotive CX performance
Changing Gear - What should an automotive mystery shopping programme focus on? What do car manufacturers and dealers want from a mystery shopping programme?
-
Exporting Healthcare: a New Phase for Australia, the ‘Lucky Country’
Australia’s economy is in transition. The nation is actively trying to set course for an economy where the relative GDP footprint earned from being the world’s quarry is smaller, replaced all manner of services, knowledge and experiences; mostly exported into emerging Asian countries. We are plotting a plan to be less brawn, more brains. Less soil, more skills.
-
Designing a ‘Smarter’ Mystery Shopping Program
Seven Steps to Success - Countless research studies show that brands which put the customer first and deliver a superior experience relative to their competition, achieve greater customer loyalty, higher profits and better returns for shareholders.
-
The Essential Steps for Building and Maintaining a Best-in-Class Customer Experience Culture
There’s no doubt that CX is a big business and it’s getting bigger. Some estimates put the measurement and implementation of CX programmes at $11 billion globally by 2020.
-
Seven Ways to Embed Your Enterprise Feedback Management Programme to Drive Sales
Let’s cut to the chase: a truly successful enterprise feedback management programme (EFM) is designed with the corporate strategy central to the programme and has links to seven key functions of an organisation, starting with the C-Suite.