Welcome to the Blog
A catalog of resources focused on elevating your customer experience.
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.
Moving Beyond What Customers Want to What Customers Need
By Brennan Wilkie, SVP, Customer Experience StrategyEarlier this month, InMoment released our 2017 CX Trends Report. The objective of this annual exercise is to examine various areas of customer experience (CX) from both consumer and brand perspectives to determine where these groups are aligned, and where there are disconnects. Last week we held a webinar, during which my colleague James Bolle, who heads up our UK office, and I went into detail surrounding some of the report’s findings. We also talked about what these findings mean for CX practitioners, and how they can put those learnings into action inside of their organizations.
What Does a Chief Customer Officer Need to Be Successful?
By Lisa Harmer, VP, Partner Marketing The role of Chief Customer Officer or Chief Experience Officer is still relatively new, and enterprise businesses are struggling to understand the role itself, and the roadmap to success. According to the Chief Customer Officer Council, only 35 of the Fortune 500 companies have a CCO at all, and the average tenure for CCOs is just just over 29 months. Those are some scary statistics for customer experience professionals—even more so considering the daunting role that a CCO must play in uniting all customer-centric initiatives across large, complex organizations and driving a mind-shift in the way every person on the team embraces the customer experience. So where do you start? A recent Forbes article, “Why Your Company Needs a Chief Customer Officer,” which was co-authored by McKinsey & Company, not only made the case that now is the time for businesses to add a CCO to the C-level executive team, but also provided a roadmap for success in the role.
CX Lessons from 2016 (And Why You Should Stay Curious in 2017)
By Simon Fraser, Senior Director of Customer Success, InMoment EMEA Earlier this year I shifted my priorities and focus, and chose pleasure and purpose over other engrained habits and needs. I was so “busy being busy” that I had forgotten the evident importance of slowing down and taking stock. The basic need to actively listen and properly connect with the various voices and opinions available to me had been neglected. As someone who delights in identifying patterns, sharing theories, and having an opinion, I had found myself too often recycling old narratives.
7 Keys to CX Happiness
By Simon FraserThis post originally appeared on Retail Customer Experience. View it here. Story telling and understanding the rules of a “happy life” are two of the dominant themes throughout my career and education, with science being added as an interest as I have grown older. All three come together beautifully in customer experience (CX).
87% of Black Friday Shoppers Actually Had a Good Time
Apparently Black Friday isn’t so black anymore. We tapped our Expert Outpost panel, comprised of tens of thousands of people, to see how U. S. consumers felt about their in-person shopping experience on Black Friday.