Ipsos International

Solutions

Loyalty Research

In retaining stakeholder relationships, both customer and employee are top business priorities. But in today’s global, competitive marketplace, choice is abundant – and stakeholders have more control. Consequently, businesses must be intelligent about their markets, employees and customers, and more aggressive than ever in their efforts to retain them.

Employee engagement is an increasingly important focus for all businesses with the acquiring and retaining of talent being a major opportunity cost.

The link between employee engagement and customer satisfaction is crucial, as Reichheld elaborated in his book The Loyalty Effect, “Employees who are not loyal are unlikely to build an inventory of customers who are”.

Customers are influenced not only by what products and services competitors offer, but also by practice leaders in other categories. For consumers, evolving lifestyles and demographics also influence behaviour over time. Customer perceptions of your organisation’s performance are the key elements of a loyalty programme. In addition, the perceptions of your company are never linear, but rather customers function in a world where different variables, such as personality characteristics, your company’s brand and their overall relationship with your company influence their perceptions.

At the same time, executives charged with improving customer loyalty and business performance—often spanning several geographies and customer segments—must be intelligent in their investment of resources in achieving corporate goals.

Ipsos Loyalty specialises in helping businesses understand, grow and nurture their relationships and engagement with employees and customers. Our Employee Engagement is unique to other models, taking into account Generational Theory when determining engagement levels and drivers.
We provide state-of-the-art approaches to customer satisfaction measurement, customer loyalty and customer relationship management for customer-driven business performance.
Our modular suite of innovative research tools provides an integrated framework to identify a complex, global business solution and allows flexibility to meet your business objectives.

For more information contact
Richard Rice

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