The InMoment Blog
Tips on elevating your customer experience
How to Make Unhappy Customers Your Greatest Asset
By David Van Brocklin, Sr. Director, Customer Success The ultimate goal of any CX effort is to create the experiences that in turn produce happy customers who then become enthusiastic brand advocates. However, just like any goal, this is not necessarily achievable all the time. For any business, the reality is that from time to time there will be unhappy customers. A particular location could have an off day...
Avoiding Survey Fatigue: How to Filter Your Existing Customer Data
By Meghan Mitton, Director, Product Marketing We all know the age old comparison “like looking for a needle in a haystack” and we’ve all had experiences that make that saying relevant. While searching for your car keys may feel like looking for a needle in a haystack, sorting through your customer data shouldn’t. You spend time and resources collecting customer data in order to gain the type of insights...
4 Ways to Lay the Groundwork for a CX Program
This post was written by Andrew Park, Sr. Director of Customer Experience Strategy, and was originally published on multichannelmerchant.com. View it here. Ninety-one percent of unhappy customers refuse to give your brand another chance. However, resolve that customer’s complaint, and they’re 70% more likely to become a repeat customer. Each customer complaint represents a fork in the road that contains the opportunity to make your business stronger or tear it...
The ABCs of R-E-S-P-E-C-T
By James Bolle, VP Head of Client Services EMEA Respect is one of the key building blocks in a strong relationship, be it a marriage, friendship or business. Without it, we feel undervalued and underappreciated. In a customer-brand context, this is an incredibly important concept. Customers increasingly have opportunities to express their concerns and attitudes with brands in a multitude of ways, from a traditional survey response to a...
4 Common Reasons Brands Don’t Invest in CX
By Lisa Harmer, Marketing Every company provides some level of customer experience, whether they create it consciously or not. The question your brand needs to be asking is: Are you investing enough in your CX initiatives? In most cases, the answer is “no.” There are dozens of reasons why your brand should be investing in customer experience. As a matter of fact, McKinsey & Company, notes that “Optimizing the...