Ipsos Loyalty — Leading Solutions

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Ipsos Loyalty is the market, thought and technology leader in customer experience, satisfaction, and loyalty research and consulting. We offer a unique portfolio of creative solutions which address three key areas: customer understanding, performance measurement, and organizational alignment.

Customer Understanding

Key questions we address:

  • What is the ideal customer experience?
  • How do we integrate different sources of data for complete understanding?
  • What are our customers saying about us?

Ipsos Loyalty Solutions:

  • Ideal Customer Experience: A proprietary Customer Journey Mapping technique developed based on the principles of behavioral economics
  • Digital Voice: A social media and mobile insight solution
  • Big Data Analytics: A system to combine and analyze the voice of the customer with operational and financial data to generate insight

Performance Measurement

Key questions we address:

  • How are we performing with customers overall?
  • How are we delivering each experience?
  • How well are we complying with our standards?

Ipsos Loyalty Solutions:

  • Wallet Allocation Optimizer: A strategic customer research tool focused on improving rank and share of wallet
  • Experience Optimizer: An enterprise feedback management tool which captures critical incidents with the customer experience
  • Mystery Shopping: A global platform for auditing the customer experience objectively

Organizational Alignment

Key questions we address:

  • How do we engage the organisation to act?
  • How do we manage stakeholders?
  • How do we engage employees?

Ipsos Loyalty Solutions:

  • Employee Relationship Management: A market leading employee research and advisory toolkit
  • Loyalty Management Consulting: A comprehensive set of consulting tools and techniques to help clients move from insight to action and better results
  • Reporting and Action Management: A package of proven platforms for helping clients disseminate voice of the customer information and guide action which leads to stronger relationships



Alexandre Guerin
President, US
Ipsos Loyalty
JohnCarroll III
John Carroll III
Head of Customer Experience, US
Ipsos Loyalty

Canada — East

Steve Levy
Chief Operating Officer, Canada

Canada — West

Michael Rodenburgh
Executive Vice President, Canada
Ipsos Marketing