The InMoment Blog

Your Guide to Customer Experience Management

September 10, 2019

Why Measuring Employee Experience Builds a Better Customer Experience

To better understand how to improve customer experience, companies need to harness the positive effects of employee experience. This starts with accurately measuring employees’ true feelings about their roles and the overall workplace. From there, a business can develop an actionable EX index and use it to focus their resources and drive impactful change. 

August 27, 2019

How Restaurant Brands Can Guarantee Great Guest Experiences with Third-Party Meal Delivery

Restaurants that do decide third-party delivery services are worth the risk need a way to measure the full effect that these offerings are having on their brand. That means engaging tools within your guest experience management platform to give your brand the opportunity to connect with diners as if you were delivering their meals yourself.

August 20, 2019

How Restaurant Brands Can Get Better Guest Feedback

Restaurants are losing some guests before they even walk in the door. So how can they gather the valuable guest feedback they need to attract new diners, satisfy regulars, and turn those negative reviews around? It’s not through guest satisfaction survey questions on a receipt, or a comment card box. Restaurants need to take a proactive approach to guest surveys by meeting diners when and where they’re ready to give feedback and allowing them to only answer questions relevant to their experience.

August 5, 2019

How to Create a CX Strategy for Sustained Success

The good news for CX practitioners is there are simple measures you can take to ensure your CX strategy is not only effective, but fosters relationships with buyers to increase customer satisfaction—and most importantly, retention. 

July 16, 2019

From Metrics to Meaning: 4 Tips to Getting the Most From Customer Experience Numbers

The limitation of these frequently used CX metrics is that they’re only a surface-level look into past customer experiences. They don’t delve into details, such as why a customer chooses to make a purchase, or the issues that lead customers to leave less-than-favorable ratings. And most importantly, basic customer experience scores fail to uncover how brands can adjust their customer experience strategies to maximize long-term sales.

July 9, 2019

5 Factors to Successfully Measure Employee Experience in Your Organization

Employee experience is about the people behind the company, much in the same way that customer experience is about the people behind the purchase. Understanding what motivates, inspires, and drives action for employees is key to creating better, lasting experiences for them. 

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