Customer Experience

Neglecting to deliver differentiated, impactful customer experiences that show customers how much you value is a major risk. Here’s why.

Integrating retail into consumers’ everyday lives

In order to better understand European consumers’ expectations of e-commerce in terms of services and customer experience, Ipsos and Octopia conducted a 2022 study in several European countries, interviewing a representative panel of approximately 1000 online shoppers per country.
Which assets are key to going above and beyond online shoppers’ expectations? Which bad experiences are most likely to break their trust in the long run? The results from this study confirm the importance of the quality-price-delay triad on which Octopia is positioned.

This video series explores how the shopper landscape is changing and the new forms of commerce which are emerging.

This paper is recommended reading, by our Mystery Shopping experts, for any organisation – regulators and the regulated – interested in ensuring that frontline staff are adhering to regulatory standards and are treating customers fairly.

Measuring customer effort in isolation is not enough. Organisations need to measure the Customer: Company Effort Ratio (C:CER) which takes both perceived customer and company effort into account.

Learn how to design great experiences that drive your desired customer behaviours.

Humanising omnichannel means seamless customer journeys are just the start.

How to align brand promise and customer experience for business success