Ipsos Knowledge and Ideas

Thought Starter: Market Research You'll LUV

Thu, 10 May 2012 00:00:00 GMT

Read this Q+A transcript featuring insights from Southwest Airline's Customer Insights Senior Manager who shares how SWA measures, models and manages customer information and research to drive better business results.

LUV and Loyalty at Southwest Airlines

Thu, 15 Mar 2012 00:00:00 GMT

When it comes to Southwest Airlines, a true leader in the world of Customer Loyalty, the saying 'LUV is in the air' couldn't be more true! During this unique session, Alissa Jaquish, SWA's Customer Insights Senior Manager, joins John Carroll III, Global Head of Clients for Ipsos Loyalty, to share insights into how they leveraged Customer research to measure, model and manage better business results. During this recently recorded webinars, attendees were also invited to ask their own questions to learn how to apply proven SWA approaches to their own businesses. Hear what SWA had to say.

What's Hot in Mystery Shopping

Mon, 12 Mar 2012 00:00:00 GMT

Perhaps it seems like a bit of an oxymoron to ponder what’s hot in mystery shopping. Mystery shopping as a research technique has been around for quite some time, and from a passing glance, it could be said not much has changed. However, the paradigms around mystery shopping and around your business have changed. Budgets are tighter. Goals are being set higher. And the competition is much more intense. What that means is that in order to extract relevant and useful research, we have to innovate and that means bringing new ideas, new tools, and new techniques into the world of mystery shopping.

Download this new paper to read more about innovative new approaches that go far beyond the one-size-fits-all operational solutions of yester-years.

Shell Lubricants Puts Insights Into Action

Wed, 07 Mar 2012 00:00:00 GMT

Shell Lubricants, a global leader in the lubricants industry, was strengthening its indirect distribution channel to deliver growth to both Shell and its distributor network. To continue building commitment and loyalty, Shell wanted to insure it was delivering value to distributors and meeting their core needs.

Telus Connects the Dots

Wed, 07 Mar 2012 00:00:00 GMT

During a period of significant strategic and organizational change, the large Canadian telecommunications firm TELUS Corporation (see side bar on last page) sought to make a strong business case for measuring and managing employee commitment and customer loyalty in the pursuit of stronger market financial performance.

Ipsos & La-Z-Boy A Dynamic Partnership

Wed, 07 Mar 2012 00:00:00 GMT

La-Z-Boy’s method for measuring customer satisfaction and loyalty wasn’t giving them the data they needed – a serious problem in 2008 as the furniture industry grew increasingly competitive. La-Z-Boy needed to get its finger on the pulse of customers, and to do so, it needed its distributors on board. The manufacturer sells its trademark recliners and other furniture largely through independent dealers.

Customer Experience Management: A Step By Step Approach

Mon, 27 Feb 2012 00:00:00 GMT

For the most managers the vision for CEM (Customer Experience Management) is clear. First, understand what drives customers experiences, attitudes, behaviors and financial returns. Then, design holistic experiences for targeted customers and implement the experiences by changing internal processes, structures, and systems. Finally, track performance, take remedial action where necessary, respond to market and competitive dynamics, and create engaging new experiences to keep CEM invigorated. Despite being clear, the vision is rarely realized.

Download this detailed paper to learn more about how to implement four critical steps Ipsos Loyalty has identified in launching successful customer experience management programs.

Recorded Webinar: What's Hot In Mystery Shopping

Tue, 31 Jan 2012 00:00:00 GMT

'Hot' and 'Mystery Shopping' are rarely used in the same sentence. But, the world of Mystery Shopping is spicing up as more traditional researchers deploy Mystery Shopping programs in new and imaginative ways.

Ipsos' Mystery Shopping tool-kit offers innovative new approaches that go far beyond the one-size-fits-all operational solutions often used.

During this recently recorded webinar, we shared client studies featuring:

SmartShopping – A unique approach for sampling locations and touch-points that maximizes results and minimizes cost.
FairScorecarding – An analytical technique that determines how to restate performance metrics to make data comparable across measured touch-points.
Data Integration – We'll show you how to integrate Mystery Shopping results with other data sources to develop actionable insights that drive real business results.

Recorded Webinar: Using Mobile Apps To Capture In-Store Customer Experience Insight

Tue, 24 Jan 2012 00:00:00 GMT

Ipsos Loyalty is pioneering a movement to usher customer surveying into the new decade through mobile application surveying. View this recorded webinar to hear how this cost-effective solution can provide vital insights to your customer satisfaction and loyalty programs – capturing the voice of the customer when it matters most, during the customer experience.

Know and Grow Your Share: The Wallet Allocation Rule

Thu, 12 Jan 2012 00:00:00 GMT

The investment companies put into understanding, creating, driving and improving loyalty is enormous. But loyalty can be a fickle thing. While measures and metrics such as satisfaction or Net Promoter Scores can provide a snapshot of what consumers think, it turns out that they don't predict the core loyalty metric that everyone needs to know to grow their business – share of wallet. What is share of wallet? Read this detailed paper for important insights about The Wallet Allocation Rule.