Loyalty Pipeline Archive

Welcome to the archive section of Ipsos Loyalty Pipeline; a briefing of recent news and commentary from Ipsos Loyalty – The Customer and Employee Research Specialists – available exclusively to clients and friends of Ipsos.

Please click on the issue dates below to access previous editions of the Loyalty Pipeline. Click here to sign up for future editions.


2016 Editions

August 2016

  • Do You Need to Pull the Plug on Your VOC Software?
  • Here, There & Everywhere
  • Decisions, Decisions
  • Habits that Lead to Truth, Pain, Delight
  • Customer Experience and Critical Incidents

2015 Editions

November 2015

  • Discovering Text Analytics
  • Curating Loyalty
  • A Community Approach
  • Managing the Customer Experience
  • Mobile Magic with GPS Tracking

September 2015

  • It's No Secret
  • Diamonds in the Rough
  • A Dynamic Duo
  • Increase Engagement & Satisfaction
  • Three-Times as Powerful

July 2015

  • Increasing Engagement
  • Segmenting Mobile Payments
  • Keeping Love Strong

May 2015

  • Perceptions Are Relative
  • We Know Where Your Customers Are
  • Mystery Shopping

March 2015

  • What's Not To Love
  • Understanding Retail Performance
  • Why EFM is Big
  • 'Mark Up' Your ROI
  • Agent Performance & EFM

January 2015

  • The Reality of Wearables
  • Call Center Optimization
  • Banking on Better ROI
  • The Wallet Allocation Rule: Chapter 1
  • Seven Steps To Successful Customer Experience Measurement Programs

2014 Editions

November 2014

  • Bank On Better ROI
  • Customer Experience Insights in 24 hours (or less)
  • China's Auto-Parts Market to Double
  • TripBarometer Reveals the Psychology of Travel

September 2014

  • Get Ready for Holiday Shoppers
  • Getting into the Game with Sports Sponsorships
  • Don't Get Lost in the EFM Maze
  • Keeping an Eye on Retirement

July 2014

  • Big Researchers Must Win in Big Data
  • Benchmark for Success
  • Get The Insider’s View
  • Beware Money Losing Delighters
  • Getting In The Game

May 2014

  • The Ultimate Analysis
  • The HIGH Price of Satisfaction
  • The Future is NOW
  • Measuring Share of Wallet

March 2014

  • Meet The Team
  • The HIGH Price of Satisfaction
  • Eeep. "DIY" Voice of the Customer Research
  • Isn't It Time for a Reality Check?
  • Why You Should Love Big Data

January 2014

  • A 30-Minute Webinar About Why Big Data Will Be Big in 2014
  • A Mystery Shopping Reality Check
  • An Active Learning Workshop for Leaders
  • What's The Occasion?
  • Are Your Customer Satisfaction, Loyalty and Net Promoter Scores Flat Lined?

2013 Editions

November 2013

  • ITC Training Center
  • EFM Made Easy
  • November 19 Webinar — It's Not Too Late to Register
  • How to Capitalize on EFM
  • A Sports Fan's Examination of EFM
  • To Mystery Shop or Conduct Satisfaction Surveys?
  • Technology Expert Joins Ipsos Loyalty

September 2013

  • Win A Google Nexus 4 Smartphone
  • Business Made Simple
  • Surviving In The Desert And The Ocean
  • Award Winners. Innovators. Educators. Authors.

July 2013

  • The Real Meaning of EFM
  • Wallet Allocation Optimizer Webinar
  • Make Your Mystery Shopping Program Better Today
  • EFM — Three big changes for big company employees
  • Loyalty programs are everywhere — but are they any good?

May 2013

  • Enterprise Feedback Management: All You Need To Know Is In The Name!
  • Drive Real Business Results In 2013
  • Spotlight On Loyalty
  • Share Of Wallet Case Study
  • On The Week
  • And Published Elsewhere

March 2013

  • Fast Track Your Voice of Customer Programs
  • VoC Fusion 2013
  • Don't Get Stuck In The Mud
  • Ipsos Loyalty — Why Choose Us?

January 2013

  • 10 Things You Don't Know
  • Don't Just Survey Your Customers – Optimize Their Experience
  • Share of Wallet

2012 Editions

November 2012

  • Big Data Meets EFM
  • Understanding Customer Experience in the Retail Environment
  • SoLoMoCo

September 2012

  • Big Data Meets EFM
  • Customer Journey Mapping
  • Customer Driven Transformation

July 2012

  • WAO! Harvard Business Review Article
  • WAO! 5 minute Introductory Video
  • WAO! Recorded 30 minute Deep Dive Webinar
  • WAO! White Paper

May 2012

  • Thought Starter: Market Research You'll LUV
  • Ideal Customer Experience
  • Loyalty Management Consulting
  • Healthcare Highlights

March 2012

  • Market Research You'll LUV
  • Voice of Customer Leverages Mobile Apps
  • What's Hot in Mystery Shopping
  • NEW Case Studies Highlight Return on Loyalty
  • Product Feature: Guest24

January 2012

  • Using Mobile Apps to Capture In-Store Customer Experience Insight
  • What's Hot in Mystery Shopping
  • Customer Experience Leadership Conference
  • Point of View: Know and Grow Your Share – The Wallet Allocation Rule
  • Ideascale: A Dynamic Mobile Application Solution

2011 Editions

November 2011

  • HealthConnexion: Get Engaged
  • Recorded Webinar: Grow Your Share With The Wallet Allocation Rule
  • Using Mobile Apps To Capture In-Store Customer Experience Insight

September 2011

  • Webinar: Grow Your Share With the Wallet Allocation Rule
  • Shopper Strategies LEAD Marketing Conference
  • HealthConnexion: Get Engaged

July 2011

  • Measuring Your Wallet Allocation Rule
  • Experience is Everything
  • Consumer Insights Get Twice the Recognition

May 2011

  • Wage WAR on Your Competitors
  • The Impact of Willingness to Recommend on New-to-Market Service Brand Extension Within a Social Network

March 2011

  • Does Satisfaction Matter More if a Multichannel Customer is also a Multi-company Customer?
  • An Investigation of the Cross-National Determinants of Customer Satisfaction
  • It's Time for the Financial Industry to Listen to Consumers

January 2011

  • Return on Loyalty
  • Mystery Shopping
  • Financial Service Firms Win on Satisfaction, Lose on Brandy Affinity
  • Americans Love Their Gaming Consoles As Much As Their Cars
  • Loyalty Matters in America
  • A 3-Part Series
  • Return on Loyalty Model
  • C3 - Customers in Three Dimensions

2010 Editions


2009 Editions


2008 Editions


2007 Editions


2006 Editions