IPSOS_HIGHLIGHTS_2017

Ipsos Loyalty

Ipsos Loyalty specialises in designing, measuring and delivering value from customer experience and employee engagement programmes. Ipsos Loyalty offers a range of approaches, including customer journey mapping, customer relationship programmes, real-time customer feedback, mystery shopping, quality management, employee feedback programmes and advisory services.

Measuring customer satisfaction with a comprehensive global solution An international hotel chain needs to create and maintain a consistent customer experience across its entire portfolio. Ipsos captures and analyses real-time structured and unstructured data from 15,000,000 interviews across 5,000+ hotels, 100 countries and 30 languages during 10 months. The comprehensive, integrated platform provides role-based insights and action workflow support at the property level and feeds meaningful information up the chain of command, helping the client hit its satisfaction targets. Aligning new corporate strategy and operational structure thanks to customer experience management programme One of the world’s largest manufacturing companies needs a customer experience platform to assist in the implementation of the growth and transformation plan of its offer. To manage its network composed of over 2,000 shops, Ipsos proposes

to use a unique point of contact to receive all feedbacks from customers and a global alert system. The ability to react instantly to customer issues ensures a higher customer satisfaction rate and increases the likelihood of repeat business. Ipsos’ solution provides a single and holistic understanding of the customer experience resulting in improved mystery shopping scores and a significant overall financial impact. Understanding the path to purchase of customers to better adapt the products and services A leading global bank wants to relaunch its services and build a best-in-class on-boarding experience. Ipsos helps establish the customer voice as a source of inspiration and guidance. Stakeholder workshops attended by every level of employee produces a set of guiding principles. Graphically designed journey map posters, a library of insight films and a comprehensive set of reports allow a very clear picture of the customer journey with major financial benefit for the bank.

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Ipsos - Highlights 2017