Episode 2 - All About Channel Performance
Welcome to our second episode of Customer Perspective, a weekly podcast aimed at all of you who are concerned with helping your organisation deliver on its Brand Promise to customers; so whether you’re a Customer Experience practitioner, lead CX measurement and management programmes, head up Mystery Shopping, are responsible for the performance of sales channels, or functions, and their role in delivering customer success, then this podcast is for you. In this episode, our hosts, Helen Wilson and Trevor Clarke, welcome Craig Bradley, Global Head of Channel Performance, Ipsos, and Becky Harris, Head of Channel Performance, Ipsos in Canada. This week we’re getting to grips with Channel Performance – what this means and how we go about measuring it, including via Mystery Shopping. We take a look at some of the changes we’re seeing in this time of coronavirus and more generally, and what this might mean going forward. NEXT UP Join us next week to hear from Nico Fritis, our LATAM Head of Customer Experience and Channel Performance. Nico will be speaking about best practice measures taken by organisations around the globe, to adapt to this new environment, to provide support, care and protection to customers, to do the right thing by employees and, indeed, to do the right thing by the world at large. If you’d like Nico to answer one of your questions, please get in touch with us at CustomerPerspective@Ipsos.com. Our podcasts are available for you to subscribe to on all of your favourite podcasting platforms, and we are also available for streaming on Spotify. www.ipsos.com