Ipsos Knowledge and Ideas

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.

Grow Your Share With The Wallet Allocation Rule

Tue, 18 Oct 2011 00:00:00 GMT

Listen to this recorded webinar to learn about The Wallet Allocation Rule, which was featured in the October 2011 issue of the Harvard Business Review.

The Wallet Allocation Rule model was developed by way of a tremendous R&D effort between Ipsos Loyalty and leading academics, and validated across more than a dozen different business sectors and product categories. Using the Wallet Allocation Rule, managers can now robustly link their customer survey data with the share of wallet that their customers allocate to their firm and to their competitors. As a result, managers can now clearly identify what it takes to drive share, the most important metric in driving growth. With the Wallet Allocation Rule, investments can be prioritized based upon the real impact that they will have on changes in customers' spending with your firm, thereby insuring maximum return. During this session, Tim Keiningham, Ipsos Loyalty's Global Chief Strategy Officer & Executive Vice President, together with Vice President, Luke Williams, demonstrate how to use the WAR model to radically improve your firm's competitive position in the marketplace.

What is the Wallet Allocation Rule?

Tue, 11 Oct 2011 00:00:00 GMT

In today’s competitive marketplace, customer loyalty isn’t enough to succeed. It is important to grow share of wallet. This is a percentage of consumer spending within a category, as identified by a brand, store or company. Traditional metrics of loyalty program effectiveness, such as customer satisfaction or Net Promoter Scores, can be greatly enhanced by measuring share of wallet.

The Wallet Allocation Rule and Your Brand

Mon, 26 Sep 2011 00:00:00 GMT

Forbes.com Article Published September 26, 2011 - During this interview with the thought leaders behind Ipsos Loyalty's Wallet Allocation Rule, readers gain a better understanding of what the rule is, the three basic truths, why you can’t be second best, and how job seekers and entrepreneurs can use the rule to their advantage.

Customer Loyalty Isn't Enough. Grow Your Share of Wallet

Fri, 16 Sep 2011 00:00:00 GMT

Co-authored by Ipsos Loyalty's Alexander Buoye, Vice President of Analytics, and Timothy Keiningham, Global Chief Strategy Officer & Executive Vice President, along with two other esteemed colleagues, this paper introduces the Wallet Allocation Rule, a revolution methodology for linking customer loyalty information to share of wallet.

The Integrated Measurement System: How to Unleash the Potential of Linkage Analyses Using Customer Data

Mon, 01 Aug 2011 00:00:00 GMT

Linkage analyses can be defined as establishing the statistical connection between two (or more) separate sources of data. In essence, linkage analyses represent the real-life application of the service-profit chain theory, by quantifying the relationships between the various components of the chain. This chain once built with regularly flowing data is frequently referred to as the "Integrated Measurement System".

Experience is Everything

Tue, 14 Jun 2011 00:00:00 GMT

Spend a minute with Ipsos Loyalty's Jeff Repace who tells us more about Ipsos' approach to mapping and prioritizing customer touchpoints with "Experience Optimizer".

In the mind of the consumer, there is no prize for second place

Wed, 01 Jun 2011 00:00:00 GMT

The more you like a product, the more likely you are to buy it again, right? Traditional market research suggests this is the case - that improving a customer's satisfaction rating will coincide directly with an increase in his share of spend. Companies have run with this theory, doing anything and everything to improve customer satisfaction. From fresh flowers in hotel rooms to full beds aboard first class cabins in airplanes, corporations have stepped up spending tremendously in an effort to please their customers. This is referred to as the 'doctrine of delight' and companies bank on the idea that delighting their customers will translate into share of wallet and brand loyalty.