Ipsos' Customer Perspective

Ipsos
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Ipsos' Customer Perspective

Join us as we dive deep into the world of CX and Channel Performance with industry experts and practitioners. Each episode of Ipsos' Customer Perspective offers practical advice and insights for measuring, managing, and designing exceptional customer experiences. Whether you're in mystery shopping, channel optimisation, or passionate about understanding customer journeys, this podcast is your go-to resource for driving business success through customer-centricity. Subscribe now and elevate your game! Questions/Comments: CustomerPerspective@Ipsos.com www.ipsos.com

  1. MAR 5

    Season 7, Episode 11: Demystifying Mystery Shopping

    This month, podcast host Danielle Doran is joined by Kendra Jones, Head of Client Success at Ipsos Channel Performance UK, and Andy Firth, Head of Advisory and Analytics Mystery Shopping at Ipsos Channel Performance UK, and Jean-Francois Damais, Global Chief Research office at Ipsos Customer Experience, who delve into the unique advantages of Mystery Shopping in assessing employee behaviours and internal processes, and how it complements Voice of the Customer (VoC) research as part of your Customer Experience measurement strategy. The podcast discusses the relevance and importance of Mystery Shopping in today's business landscape, particularly its role in enhancing customer experience. It highlights that Mystery Shopping, when used in conjunction with Voice of the Customer research, provides a comprehensive understanding of customer experience by evaluating both the emotional aspect and the effectiveness of operational processes. Kendra and Andy emphasize the need for businesses to align Mystery Shopping programmes with their specific goals, whether it's improving customer service, ensuring compliance, boosting product recommendations, or increasing sales conversion rates. They illustrate how Mystery Shopping provides valuable data that allows businesses to identify areas for improvement, enhance employee training, and ultimately, create a customer-centric culture that fosters loyalty and drives business growth. This podcast follows on from our thought-leadership release earlier this year ‘Demystifying Mystery Shopping’, which you can read here.

    25 min

  2. FEB 6

    Season 7, Episode 10: Shifting Gears - CX Transformation at Volkswagen Group UK

    Ipsos' Customer Perspective

    36 min

  3. JAN 8

    Season 7, Episode 9: The Employee Customer Ripple Effect

    Ipsos' Customer Perspective

    30 min

  4. 12/11/2024

    Season 7, Episode 8: Building Brands with Soul: A CMOs Journey to Humanising Growth and Lasting Impact

    Ipsos' Customer Perspective

    42 min

  5. 11/06/2024

    Season 7, Episode 7 - From Bean to Cup: The Starbucks Vietnam Journey!

    Ipsos' Customer Perspective

    33 min

  6. 09/25/2024

    Season 7, Episode 6: The Channel Performance Benchmark

    In this episode, join Danielle Doran as she chats with Erika Terblenche and Andy Firth about the Channel Performance Benchmark. Erika and Andy give us everything we need to know about the Benchmark; what it is, why it was created, the channel and sectors it covers, and how clients can put it to work to uncover hidden insights that leads to improved business and channel performance in our onmichannel world. As the largest Mystery Shopping agency in the world, we know the importance of data, data and more data. But knowing what to do with it and how to put it to work is rarely optimised. Erika shares with us how Benchmark data and additional sales data can be used in tandem to achieve greater insight which can have a huge effect on the bottom line through effective mystery shopping programmes. Get ready to uncover how the Channel Performance Benchmark is the competitive advantage your clients need to compare their performance against competitors and wider industry standards, identify performance gaps, uncover best practices, set realistic goals, and make informed strategic decisions. What to learn more about the Channel Performance Benchmark? Head to Ipsos.com. There you can also find previous episodes of this podcast, for more thought leadership on Channel Performance and CX!

    14 min

  7. 08/13/2024

    Season 7, Episode 4 - The Experience Beyond The Product - Part 1 of 2

    Ipsos' Customer Perspective

    35 min

  8. 08/13/2024

    Season 7, Episode 5 - The Experience Beyond The Product - Part 2 of 2

    Ipsos' Customer Perspective

    27 min
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    Ratings & Reviews

    3.7
    out of 5
    3 Ratings

    About

    Join us as we dive deep into the world of CX and Channel Performance with industry experts and practitioners. Each episode of Ipsos' Customer Perspective offers practical advice and insights for measuring, managing, and designing exceptional customer experiences. Whether you're in mystery shopping, channel optimisation, or passionate about understanding customer journeys, this podcast is your go-to resource for driving business success through customer-centricity. Subscribe now and elevate your game! Questions/Comments: CustomerPerspective@Ipsos.com www.ipsos.com

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