Welcome to Ipsos Loyalty
Henri Wallard, Chairman Ipsos Loyalty
Welcome to Ipsos Loyalty
Satisfaction, Loyalty Programs, Customer Relationships, Churn, Employee motivation …so many articles and blogs already exist on these topics which are of vital importance for companies. But the real question is, what to measure, what data to look at and what priorities of actions to privilege? This is the role of Ipsos Loyalty. Ipsos Loyalty is a specialized practice within Ipsos which operates across markets and across all economic sectors, focusing its expertise on satisfaction, loyalty and relationships with customers and employees. This field is both a shared passion inside our organization as well as a permanent dedication to quality of execution and innovation.
Here you will find who we are and how to partner with us.
Again, welcome to Ipsos Loyalty!
Henri Wallard
Chairman Ipsos Loyalty
Introduction to Ipsos Loyalty
Liz Musch, Global CEO Ipsos Loyalty
We understand relationships, why they are fragile, why they sometimes break definitively, what needs to be done to strengthen them...
Relationships of all kinds are a risk, and relationships with customers or employees are no different.
We understand consumers, the customer, the employee, and we are relentless in identifying the needs and desires that are most important, those that drive both Loyalty and profitability.
The economic crisis obliges all of us to place the highest priority on retaining clients. The new paradigm makes marketing and successful relationships increasingly difficult:
- Consumers & customers are increasingly savvy and demanding, and they are changing both their attitudes and habits
- Loyalty is on the decline, with everyone concerned with making smart choices
- Services, and delivering real benefits, are now expected
- Everyone has less to spend – manufacturers, service organizations, users and consumers
- Many marketers continue to use traditional marketing and research tools to build their business, and many of their businesses continue to be organized in silos, which often stifles the management of key clients
- Focus is on the bottomline and short-term business results (if not survival)
Ipsos Loyalty responds to this new paradigm by championing what we call “profitable loyals”. Retained profitable customers spend more and help spread positive word-of-mouth, attracting other customers. More importantly, some loyal customers cost us money, while others are truly profitable for our business. We help you grow loyalty among the right customers, and that means increased profitability for your business.
Our offer has been designed based on the many years’ experience in helping our clients improve business performance through increased "profitable loyalty". This allows you to:
- Integrate CSM and CRM for the most effective relationship management results.
- Uncover new solutions – all along the customer journey and experience.
- Tie key research measures to ROI and business results.
- Understand both the rational and intangible, emotional aspects of relationships and how they link to “profitable loyalty”.
- Match customer needs with effective delivery to produce mutually profitable relationships
- Design the right value proposition and customer experience in detail
- Be at the forefront of understanding the impact of sustainability and responsible/ethical marketing on your best clients and employees
Ipsos Loyalty builds mutually profitable relationships.
Mutually beneficial relationships. A two-way street. Reciprocal loyal relationships which provide a safety net of positive emotions & experiences to drown out the negative.
- With customers
- With employees
- With partners and intermediaries
- With stakeholders
Relationships which bring financial success and increased profitability to our clients, yes, but also which give precise benefits and services to the consumer.
Our dedicated Ipsos Loyalty teams can be reached through the contact details on this website for the office closest to you. Or you can always contact me directly at liz.musch@ipsos.com.
We look forward to partnering with you and building profitable relationships together.
Liz Musch
Global CEO of Ipsos Loyalty
