Customer Experience

Join us on March 1, for tips about how to Springboard from Social Listening to Social Intelligence, on the Festival of NewMR 2017.

All too often, clients tell us that they have “no problems” with customer loyalty simply because ongoing customer satisfaction surveys tell them their customers are “satisfied". However, we’ve learned from our experience that mere “satisfaction” cannot be equated with true loyalty.

Nine in ten Canadians (93%) say they tend to buy from companies they trust more.

Today’s banks are feeling the squeeze from Silicon Valley’s fast-moving Financial Technology pioneers.

How do you leverage digital to transform your business? Join us at the first AmCham Insights event organised by the Communications Committee, to be held on 2 February 2017.

Understanding societal and cultural trends starts with understanding real people: real people in real life. We are delighted to share with all our Ipsos clients the Top 10 Trends unearthed through the Mind & Mood of real Australia in 2016.

Colin Strong discusses the techniques for understanding what customers want, when researching products and services that they have never experienced before.

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.

The relationship status between people and their brands should, like human relationships on Facebook, sometimes be labelled “It’s complicated”. Why? Because we live in a systemic world where things exist and function in relation to one another, rather than as independent entities, not unlike the world of human relationships as viewed through the lens of social media.