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Healing The Pain: Responding To Bad Experiences To Boost Customer Loyalty
Healing the Pain introduces the concept of ‘Smarter Closed Loop Feedback’, helping companies maximise the ROI of customer feedback programmes and reduce customer complaints and churn.
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Are your customers working too hard?
Measuring customer effort in isolation is not enough. While it does link to customer outcomes, it is the Customer:Company Effort Ratio (C:CER) that really matters.
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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.
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4 Reasons To Do “In-The-Moment” Research
One of the many strengths of mobile research is that it can happen in-the-moment, or close to the moment of people’s experience. One of the many strengths of mobile research is that it can happen in-the-moment, or close to the moment of people’s experience. However, it is not always exploited to the fullest of its potential because we often fall back into familiar research methods.
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Don’t Kill the Analyst Just Yet
Interview on how Ipsos applies text analytics, including the pitfalls to avoid.
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Volkswagen Emissions Scandal: Has It Put Car Makers On The Road To Becoming The New Banks?
Not long ago, it seemed impossible to think that the reputational turbulence experienced by the banks of late could be matched by any other sector. However, Volkswagen’s recent mea culpa is just one of the latest in a series of blows for the automotive industry and, for many, a potential tipping point in terms of trust.
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The 5 Truths That Define Millennials
It seems hard to get away from the word ‘Millennial’ these days.
Everywhere you look there are new articles, studies, findings and revelations about how brands can better engage with and tap into this group of consumers. And why wouldn’t they want to? Millennials are on the cusp of having more spending power than any other generation in history: an estimated $200 billion annually by 2017. Understanding this group of consumers is critical for marketers — what motivates them, keeps them up at night, shapes their behavior and attitudes, and so on. To answer these questions, we have to know how to engage them in research. -
Beyond the Price Tag
When behavioural economics helps understanding the impact of psychological costs in purchase decisions.
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Leadership Connections 2015, HR and the C-suite
New research from Ipsos Loyalty and Cirrus highlights the challenges C-suite leaders face post-recession to build a long-term, sustainable future for their businesses and the role HR departments play in helping them achieve this.
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[EVENT] The Future of Customer Experience: Inspiring Business Transformation
Join Ipsos at the first Future of Research event of 2015, where Virgin Trains and Experian will be sharing some of the exciting ways they have channelled customer insight to drive transformational change.