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Great Expectations 2017: Are service expectations really rising?
Ipsos has combined the findings from existing and new research to explore the link between customer satisfaction at a particular service interaction and the customer’s relationship with that brand.
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Emotional Attachment and Profitable Customer Relationships
Getting Sticky - Brand managers want emotionally attached customers!
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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.