Articles Posted in Loyalty

Mystery Shopping: Three Ways to Make Your Program Better Today

In my experience with retailers, banks, telcos, oil companies, auto dealers and restaurants, I have observed that operational consistency is what all brands desire most. Mystery shopping is unquestionably a powerful tool to drive such consistency in widely distributed operations. It is reliable, repeatable and robust – a fact that is backed up by a two billion dollar global mystery shopping industry. Still, mystery shopping can be made better.


Net Promoter Score vs. Satisfaction: Linking to Financials

Many clients ask: “Which single question is the best measure of the customer experience?” This creates a never ending great debate and it is an important one in terms of its practical application for organizational alignment. However, it is not the right debate for organizational growth. Let’s examine it from a different perspective…the one we at Ipsos Loyalty adhere to.


10 Things You Don’t Know About How Customers Use Smartphones


Ten years ago, those select people that carried a cell phone did so mostly for making and taking phone calls. How primitive we were. Now flash forward to the 2010s and it seems that almost everyone has a smartphone and they’re doing much, much more with it than calling home to see if there’s enough milk in the fridge. Wouldn’t you love to know what they are doing their smartphones? Of course, you would, because what you don’t know can hurt you.

So based on our research, here are ten things you need to know about how your customers are using their smartphones. The list has a few points that will prove invaluable to your future marketing efforts.

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The Customer Experience Show

Earlier this week, my colleague Tim Keiningham and I were interviewed on The Customer Experience Show hosted by BlogTalkRadio. Tim talked about his award winning and Harvard Business Review published work on The Wallet Allocation Rule. I provided color commentary and fielded questions from the three hosts of The Customer Experience Show. I just listened to the show (it’s always a little scary hearing your own voice!) and was surprised at just how simple and yet powerful Wallet Allocation concepts come across. And it was pleasantly surprising to hear the hosts tell us that our interview was one of the most impressive of the 70+ they have conducted on the show!