Ipsos Knowledge and Ideas

Why Loyalty Matters In Retailing

Fri, 24 May 2013 00:00:00 GMT

Chapter 5 from Service Management, The New Paradigm in Retailing - Retailers have long known that their long-term success depends upon customer loyalty. In fact, legendary retailers were the first businesses to champion customer satisfaction as a source of competitive differentiation. Download this article to learn about:

why customer loyalty does not always translate to profitability
how employee loyalty and customer loyalty are inextricably linked
the dimensions of profitable loyalty and ways to classify profitable loyal customers
how a company’s current (in-place) segmentation approaches can be combined with profitable loyalty
how retailers can ensure that employee loyalty and customer loyalty link to the bottom line

Are Daily Deals Good For Merchants?

Fri, 24 May 2013 00:00:00 GMT

Published by the Harvard Business School October 25, 2012 — In this article, we evaluate the profitability of daily deals for merchants more thoroughly and in more detail than previous attempts. We developed a model of merchant profits, informed by interviews with a variety of local businesses, that includes not only the effects of voucher purchase and redemption, but also cannibalization and the long-run profit from newly acquired customers.

A Cross-National Investigation Of The Satisfaction And Loyalty Linkage For Mobile Telecommunications Services Across Eight Countries

Fri, 24 May 2013 00:00:00 GMT

2012 Article published by the Journal of Interactive Marketing — Improving customer satisfaction has become a strategic imperative for managers and researchers given the benefits of developing customer loyalty for long-term financial success. Creating these linkages becomes even more important in the context of mobile telecommunications due to the ubiquitous nature of mobile phones and the potential this creates to engage in interactive marketing for firms. Further, with increased global penetration of mobile telecommunications, examining cross-national differences in consumer attitudes and behaviors has become critical. Most studies that examine customer satisfaction and loyalty linkages however have traditionally focused on single countries and/or single industries. This study extends the literature by testing the moderating impact of cultural variables on the impact of satisfaction on loyalty intentions using data from 3,393 mobile telecommunications customers in Australia, Brazil, Canada, China, France, Spain, UK, and USA. Our findings reveal that the impact of satisfaction on loyalty in the mobile telecommunications context depends on cultural differences. The results demonstrate non-linear threshold effects where managers operating in countries characterized by self-expressionist values will have an easier time creating satisfaction and loyalty with mobile customers compared to those operating in cultures dominated by high survivalist values.

Economics of Voice of the Customer – Developing An ROI Business Case for EFM

Tue, 21 May 2013 00:00:00 GMT

View this recorded webinar during which our guest Jennifer Beyer of Allegiance Software, helps us understand how your conceptual approach to VOC/EFM program design can help you avoid the pitfalls that too often trip up good intentioned programs as they try, too late, to prove the cost and return of changing programs. Before you consider implementing a new EFM program, therefore, be sure you understand how the right approach can help ensure a meaningful impact on your bottom-line. During this session, we look at:

Understanding the issues you are addressing with an EFM platform
Key steps in determining the return and investment required
Examples of success across two industries

Are Your Employees In A Relationship — With Your Customers?

Thu, 02 May 2013 00:00:00 GMT

Organizations can now measure, manage and anticipate expected shifts in employee engagement. This allows you to focus on the 'right things' that will truly influence engagement in your organization and ultimately give your organization the edge in the marketplace with products and service.

In this article, we discuss in detail the 4 critical aspects of engagement (Satisfaction, Involvement, Alignment and Loyalty) and three areas where organizations can act to have the greatest impact (Communications, Direct Leadership and Senior Leaders).

Enterprise Feedback Management Magic: A Webinar Demonstrating The Power of EFM in Today's Connected World

Tue, 23 Apr 2013 00:00:00 GMT

View this recorded webinar to see a live demo of the Engage 7 Platform, as well as hear case studies of how the tool has impacted clients.

Our guest, Marc Mandel of Allegiance highlights the power of:

Integrated social sharing and mobile reporting and response
On the fly reporting and integrated text analytics
Standard alerts and online case management

Fast Track Your Voice of Customer Programs

Tue, 09 Apr 2013 00:00:00 GMT

Learn more about optimizing your VOC program by viewing this recorded webinar by the world’s most authoritative loyalty research firm.

During this webinar (part 1 of 2), Ipsos Loyalty and our guest, Marc Mandel of Allegiance, discuss the changing landscape of customer satisfaction research and the impact of Enterprise Feedback Management (EFM) tools. Click here to view part 2.

Challenges & Opportunities: Driving Real Business Results In 2013

Mon, 04 Mar 2013 00:00:00 GMT

Presented to a packed room of marketers in New Delhi, the world’s leading experts in customer loyalty research provide global insights and context to help businesses focus on what matters most. This is time well spent – and will fundamentally change your 2013 strategies.

Fixing Customer Loyalty Measurement: Because Sales Growth Is Paramount

Sun, 03 Mar 2013 00:00:00 GMT

During this extremely frank discussion, Tim reviews the three levers of growth – share of wallet, penetration, and customer usage – to set the stage for much needed change in how business leaders measure success. By rethinking the nature of the relationship between customer satisfaction and spending, this presentation provides actionable proof that share of wallet is the only indicator that accurately reflects market realities and is the only one businesses can impact.

Don’t Get Stuck In The Mud: Leverage EFM To Leapfrog Outdated Customer Management Practices

Sat, 02 Mar 2013 00:00:00 GMT

Today’s new challenge is putting your arms around big data - the multiple channels of insights spread across your business. Leveraging voice of the customer research, John shows us how to translate customer insights into actionable business intelligence. Learn how to actually use the insights you are currently collecting from various channels including CRM, surveys, and other intelligence gathering instruments.