The InMoment Blog

Your Guide to Customer Experience Management

November 8, 2018

Consumers Want Experiences, Not Just Transactions: Retail CX Trends You Need to Know

It used to be that retailers considered the four “P’s” of marketing when pushing their wares to consumers: product, price, promotion and place. Today, however, not many brands can rely on a single “P” to differentiate, but are instead dependent on one big “E:” experience.  

October 25, 2018

Earning (and Destroying) Customer Loyalty: Retail CX Trends You Need to Know

I’ve heard a lot of CX and marketing pros declare the old-school type of loyalty -- “faithfulness to which one is bound by pledge or duty” according to Merriam-Webster -- is dead. We wanted test this assumption while also exploring whether there might just be more complexity to customers’ commitments.

October 17, 2018

Retail CX Trends You Need to Know: Trust and Mistrust are Earned

88 percent of respondents agree that trust is “extremely important” when deciding where to shop (with 40 percent say they strongly agree). It’s not surprising that customers want to shop with brands they trust. What is surprising is that brands might have some misconceptions about what earns and breaks customer trust.

October 3, 2018

Four Guiding Principles for CX Metrics with Meaning

CX metrics help us understand our company’s relative position, reinforce expectations and key behaviors in our teams, and quantify our level of impact and achievement.  Because of this, many program owners and stakeholders spend their time agonizing over what questions to ask of their customers. Though this is important, I would like to suggest that CX experts begin with a different approach, asking: What business outcome do we want to influence and why?

September 19, 2018

4 Areas to Perfect for a Mature CX Program

Every CX program is different.  Each company has a unique set of internal and external circumstances that require a customized action plan.  In order to create the right CX strategy, it is important to understand where you are and where you want to take your program.  From there, any program can take the right steps toward success.

September 6, 2018

4 Ways to Utilize Contact Center Data to Improve the Customer Experience

We are frequently asked, “How do we prevent this from happening? or “Where can we learn what issues our customers may face so we can correct them before there is an issue?” As a leader in the customer experience industry, we know where the answer lies: data.

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