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Healing the Pain

Jean-François Damais & Roger Sant, Ipsos Loyalty
in Ipsos Knowledge Centre, 02/2016

PDF (~ 3.70 MB)

Responding to bad experiences to boost customer loyalty.
The importance of customer experience as a driver of business performance is widely acknowledged and most companies make significant investments in strategic action planning tools to design and deliver experiences that truly meet customers’ needs.

Healing the Pain

Smarter Closed Loop Feedback

Jean-François Damais & Roger Sant, Ipsos Loyalty
in Ipsos Knowledge Centre, 02/2016

PDF (~ 2.14 MB)

Maximise ROI and reduce customer complaints and churn.
Many companies now deploy real-time Voice of the Customer or Enterprise Feedback Management (EFM) programmes. This enables them to generate timely flags or ‘hot alerts’ when a customer experiences a poor level of service – we call these Critical Incidents.

Smarter Closed Loop Feedback

Don´t Kill the Analyst Just Yet

Jean-François Damais, Ipsos Loyalty
in Ipsos Knowledge Centre, 02/2016

PDF (~ 3.05 MB)

How Ipsos Loyalty applies text analytics.
Jean-François Damais interviewed by Seth Grimes

Don´t Kill the Analyst Just Yet

Five Top Tips for Successful Text Analytics

Fiona Moss, Ipsos Loyalty
in Ipsos Knowledge Centre, 02/2016

PDF (~ 1.06 MB)

Avoiding the pitfalls and delivering better insights
Successfully unearthing text analytics insights does not need to be complicated. With our five top tips, avoid the pitfalls and obtain actionable insights from unstructured text.

Five Top Tips for Successful Text Analytics

Are Your Customers Working Too Hard?

Jean-François Damais, Ipsos Loyalty
in Ipsos Knowledge Centre, 02/2016

PDF (~ 1.99 MB)

Optimise the Customer:Company Effort Ratio to maximise Loyalty
Customer Effort has received a lot of interest and attention in customer experience management in the recent past. The Customer Effort Score (CES) featured in the 2010 Harvard Business Review article: “Stop Trying to Delight Your Customers“. In this article the authors* prove a link between Customer Effort and two customer experience metrics, namely the likelihood…

Are Your Customers Working Too Hard?

Was eine gute Mitarbeiterbefragung ausmacht

Jörn Pyhel, Ipsos Loyalty
in Personal Manager, 06/2015

PDF (~ 1.72 MB)

Mitarbeiterbefragungen sind ein Instrument zur mittel- und langfristigen Erhöhung der Wettbewerbsfähigkeit. Sie rechnen sich als Investitionen und sollten daher nicht einseitig als Kosten verstanden werden. Doch wann ist eine Mitarbeiterbefragung gut? Genügt eine methodisch professionelle Durchführung, oder müssen andere Maßstäbe herhalten? Die Beantwortung dieser Frage hängt wesentlich vom heutigen Verständnis für Arbeitsorganisationen…

Was eine gute Mitarbeiterbefragung ausmacht

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