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Ipsos Loyalty - The Customer Research Specialists

Ipsos Loyalty has a unique portfolio of innovative solutions that will help you better understand what motivates your customers. This knowledge will enable you to better meet customer needs and expectations, thereby enhancing levels of customer satisfaction and engagement. A deep understanding of the Customer Relationship will ultimately help you improve the Business Relationship.

Our solutions start with the tactical:

Touch Point Satisfaction research reveals the "Moments of Truth" that take place throughout the Customer Relationship. We uncover drivers of customer delight and dissatisfaction at each point in the life cycle. We provide specific guidance that identifies and prioritizes "what to fix" at each touch point and determines what the likely payoff will be from your actions.

For instance, our Care Advisor program is a detailed assessment of how well your Customer Service department is meeting customer needs on a daily basis. By utilizing real time reporting, we can keep you on top of how well you are doing each and every day and tell you where you may be falling short.

Our Experiential Customer Satisfaction solutions not only dive deeply into how you interact with the customer, but merge the findings with your customer data base information Services such as Mystery Shopping and Program Audit, when integrated with your database information, help you better understand how well your Customer Systems are working. We deliver these insights to you via our Customer Portal - a system of online dashboards that are easily accessed by your key stakeholders.

One example is our Mystery Shopping service that allows you to understand and optimize your customers’ shopping experience. Our on-site shopping investigations can be tracked back to specific store locations to reveal the “weak links” in the service chain.

And, our solutions build to the Strategic:

True customer retention and growth comes from personalizing the Customer Experience. Our business solutions in this area include: Profitability-based segmentation (C3), Action Planning, Retention Analysis and Social Media Tracking. These highly targeted offerings provide deeper insights into how to identify your best customers and market to them in the most effective fashion.

C3, our Profitability-based segmentation technique, identifies which customers to prioritize for retention and development. We help you maximize customer value, pinpoint your best opportunities for growth and get the best ROI possible from your customer relationship investments

Our Social Media Tracking service is a complementary tool that integrates unstructured data into your customer measurement system. This may come in the form of blogs, emails, web pages, call center recordings or any place where customers provide "free form" commentary. We catalog, categorize and analyze these data to not only understand their effect, but to put context around your customer initiatives.

But, longer term strategies require a "big picture" view that only our Loyalty Optimizer analysis can provide. Perhaps the only research solution that gives a unified view of your customers, it combines both brand perceptions and service experiences. It provides a unique overview of how all aspects of your marketing strategy work together to influence Customer Loyalty. By combining both attitudinal and behavioral dimensions, it provides the very best assessment of customer engagement possible. Validated and widely used on a global basis, Optimizer’s proprietary Loyalty Index score surpasses virtually all other loyalty metrics in the market today.

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Why Fortune 500 Clients Choose Ipsos Loyalty for their Customer Satisfaction & Loyalty Programs:

• Ipsos is one of the largest global custom research firms with offices in over 60 countries. Our resources are vast and deep, we can handle virtually any project, any methodology, anywhere.
• We are recognized leaders in the field of Customer Satisfaction and Loyalty with several publications in both the business and academic arenas. Our client service staff consists of a wide range of highly credentialed professionals with extensive practitioner experience
• We deploy flexible, yet proven solutions—not the rigid “cookie cutter” approaches used by other, far less innovative, thoughtful or creative firms. Our solutions are validated globally and we maintain normative benchmark data that are updated annually.
• Perhaps most importantly, we tell you what you "need to know", not just what you "want to hear".

Only Ipsos Loyalty offers services that take you from investigation and identification of customer problems to the implementation of your organizational solutions.