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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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Ipsos Awards Top Honours for Financial Services Excellence in Canada
Ipsos is pleased to announce the winners of its 2016 Best Banking Awards, an annual program that recognizes Canadian financial institutions for excellence in customer experience.
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Big Data, Product Reviews and Behavioural Economics
In today’s hyper connected world, consumers have the opportunity to review products, services, retailers and just about anything and everything. If we need an opinion of something, it likely exists online. Websites such as Yelp, Trip Advisor and Amazon have given consumers a platform to share their feedback quickly and easily. These reviews are important to marketers because consumers trust and use them as an input into the purchase decision process. In short, they have a real impact.
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Side-by-side Social Intelligence
Using the analysis and synthesis of social data to enhance and complement our primary research. We live in a digital world where mobile technology allows us to spend more and more time on social media.
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Mobile
Over the past few years, we have seen an increased proliferation of mobile across the world. Not only have we seen the number of mobile users grow worldwide, but we’ve witnessed increased engagement of consumers with their mobile devices for a variety of everyday activities, whether it’s watching videos, shopping and making purchases, or simply accessing the internet. We are now past the mobile tipping point, with mobile overtaking fixed internet access in many markets, across developed and developing economies. Consumer interactions with brands are, more than ever before, fragmented and multi-layered. Consumers are leading busy lives, and multi-task routinely in their day. Consequently, many of the planned brand exposures are missed and recall relevancy is eroding faster than expected.
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Ipsos Most Awarded Research Agency at MRIA Event
Ipsos in Canada wins 4 in 8 awards at Marketing Research and Intelligence Association (MRIA) conference. Ipsos and its clients were recently honoured at the MRIA Awards during the 2016 National Conference in Montreal.
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[EVENT] Innovation in Research Conference
Ipsos in Turkey showcases its latest New Services. Each year, the Innovation in Research Conference event explores the industry's hottest topics and latest developments.
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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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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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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.