Ipsos Loyalty Integrated Suite

Ipsos Loyalty is a specialist in understanding, growing and nurturing loyalty to help improve business performance. We combine survey research (CSM) with transactional data (CRM) to determine the quality, appropriateness, marketing and economics of your customer and employee relationships and customer service propositions.

Our Ipsos Loyalty Integrated Suite of services can help you strategically aim your customer relationship strategies to your company's best advantage and optimize the resources you invest.

Ipsos Loyalty Integrated Suite



Understand Customers' Needs and the Dynamics of Your Competition

Customers' needs and requirements constantly evolve. They are influenced by competitors and leaders in other categories and also adapt to changing lifestyles and demographics. Ipsos Loyalty will help you to understand Customer Needs and Market Dynamics, to ensure you are making the right offer to the right customer. This step may include market segmentation to identify and profile high opportunity groups.


Measure Quality and Performance

Satisfaction and loyalty begin with the quality of the products and services businesses sell and in the processes used to deliver them. Ipsos Loyalty can help monitor your organization's quality objectively. We'll analyze your own internal metrics and correlate them with external measures. We can organize independent, professional 'mystery shoppers' in Mystery Shopping and Mystery Calling engagements. These 'audits' provide objective measures that can provide useful indicators of the quality of your products, your service, and your internal processes. So you can take action to improve in the areas in which your organization is weakest.


Monitor, Manage and Optimize Stakeholder Satisfaction

Perceptions of your organization's performance are critical to your success. Our research tools will assess your Customers' Satisfaction and unveil the dimensions of satisfaction that impact Loyalty. We analyze and track the satisfaction of customers and explore the drivers of both delight and dissatisfaction.

The Ipsos Loyalty Satisfactor approach to customer satisfaction yields demonstrable improvements. Our blueprint for this approach has four steps:
  • Taking into account the different levels of expectations of your customers.
  • Evaluating separately the drivers of dissatisfaction and delight.
  • Unveiling the causes and effects between operational drivers.
  • Analyzing your positioning regarding your competitors.


Segment Customers and Develop Strategies for Optimizing Loyalty

The Ipsos Loyalty Optimizer™ gives you a total customer perspective. It is a state-of-the-art analytical framework that provides an overview of how all aspects of your strategy work together to influence customer loyalty.

Loyalty Optimizer™ identifies customers who can be influenced and provides detailed strategies for how to influence them. This three-tier approach can help you to:
  • Measure loyalty and group customers into loyalty segments.
  • Identify and understand the causes of both loyalty and disloyalty.
  • Identify strategies to move customers from less desirable to more desirable segments.

In addition, Loyalty Optimizer™ links with your customer satisfaction and other strategic studies and data sources.


Ensure ROI from Your CRM Investments

Ipsos Loyalty's Customizer leverages your customer database to prioritize customers for retention and development. It identifies who your best customers really are, when to talk to them, and what to talk about. By combining the rich attitudinal data in our surveys with your customer behavior data, we can work with you to build more predictive targeting models to significantly increase the ROI of your direct marketing programs.

The Ipsos Aftermarketing AuditS™ is a 360-degree view of your company from your customers' perspectives. It helps you understand what it's like to be your customer. A highly effective planning tool, the Aftermarketing Audit allows senior management and cross-functional teams to quickly grasp the full extent of the customer experience and the opportunities to improve customer retention and profitability.


For all questions please contact   Nadezhda Alexeeva.

e-mail: nadezhda.alexeeva@ipsos.com
Tel.: +7 (495) 981 5646  Fax: +7 (495) 981 5647

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