Welcome to the Blog
A catalog of resources focused on elevating your customer experience.
Here's What You Should Know About Discover
It seems like every week there is another PR emergency or brand failure in the news. What is even more interesting is that in many cases with just a little prior insight and action the whole mess could have been avoided! Most brands understand that customer feedback is critical to improving their business, but with the thousands of comments that you receive on a daily basis, finding the insights that can alert you to emerging issues is like looking for a needle in a haystack. This month, we publicly announced InMoment’s newest product, Discover™. Simply put, Discover can be described as an always-on analyst that digs through any type of customer comments to detect anomalies, or abnormal spikes, in topics.
How to Catch Hidden Issues and Save Customer Relationships
Customer relationships are fragile. Even the smallest error can dramatically impact your brand’s perception, but you can’t address the problems you don’t know about. Here’s just one real-life example of how Discover™ can automatically find and alert you to issues hidden in your customer comments. For one outdoor retailer, Discover was set up to identify and alert decision makers when anomalies popped up in customer comments related to certain topics (or tags).
Negative Emotions Are More Dangerous Than Brands Think
The relationship between consumers and brands is no longer a mere transfer of goods or services for monetary exchange. Long gone are the days where consumers make a purchase on a whim. Today, they conduct extensive online research and have nearly endless options. They also have more information and more ways to interact with brands than ever before.
Six Things You Missed at CX Elevated 2017
For anyone that was unable to make it to this year’s CX Elevated conference, we’re sorry we missed you! Over the course of one week, we had the opportunity to speak with brands across different industries, learn how others are using the InMoment platform to solve business problems, and share best practices for creating loyal and satisfied customers. Here are a few of the big takeaways from the week: 1. InMoment got a new CEO. We are excited to introduce Andrew Joiner as InMoment’s new Chief Executive Officer.
The Essential Role of Unstructured Data in CX
Spencer Morris, Senior Vice President, Data ScienceFor over 500 years, scholars and art historians have debated whether or not the woman in the Mona Lisa is smiling. Detailed analysis suggests that from certain angles and distances, the lady appears to be smiling; from others, the smile appears to have vanished—an effect achieved by using a combination of color and shading to create an optical illusion around her mouth. If only every company analyzed its customers’ feedback—and emotions—with such fervor. When companies focus on scores alone they fail to understand and bring context to the emotions and inherent richness expressed by their customers.
Relationships Are Built on Promises Kept, Not Rose Petals
Brennan Wilkie, SVP Customer Experience StrategyMore and more, customers view their interactions with brands as relationships rather than just transactions. The foundation of that relationship is the brand promise. Keeping a brand promise, however, is often where this relationship falls apart. In the “age of the customers” more brands are striving to surprise and delight the customer—in Valentine’s season terms, this is like a grand, romantic gesture (like sprinkling rose petals).
Social Listening: How Companies Hear Feedback Without a Survey
By Kristi Knight, Chief Marketing OfficerYour customers are talking about you behind your back and the entire world is listening. Luckily, you can hear what customers have to say even if they aren't speaking directly to you. Every mention provides an opportunity to replicate the good (or troubleshoot the bad before it turns into a national or global brand crisis). Enter: InMoment Social Listening.
Does My Data Already Provide the Answer? Using Explore to Examine Your Existing Data
By Brandon Gardner, Senior Product ManagerEver since I was a boy growing up in Colorado, I have loved exploring the mountains. By now I have run, hiked, and skied thousands of miles through this magnificent wonderland and have learned some great life lessons from it—one of which is, “More does not necessarily mean better. ”When I was young, I carried everything I thought I might need. My legs might have gotten stronger, but my experience was hindered with the weight of my pack.
Investing in CX: Five Ways Financial Services Brands Can Build High-Value Relationships
By Erich Dietz, SVP of Global Business DevelopmentSpeed, convenience, and the ability to execute transactions accurately. These are well-accepted, core customer expectations every financial institution must meet. Yet any time money is involved, there’s a heightened level of emotion inherent in those expectations, providing brands with both new risks and opportunities. In our recent CX Trends study, we asked more than 20,000 consumers and 10,000 brand representatives across 12 countries to weigh in on a variety of topics.
3 Keys to Personalizing Support Across Your Organization
By Eli Fillmore, Director of Customer SuccessIn January, InMoment released the 2017 CX Trends Report. The report uncovered some valuable information about brand and consumer expectations—particularly when it comes to providing personalized support. In the report we defined personalized support as, “When you reach out for help, the associate and/or the self-service channels already knows who you are (name, status, loyalty, VIP, etc. ) and demonstrates strong knowledge of your recent interactions.