Welcome to the Blog
A catalog of resources focused on elevating your customer experience.
The Business of Emotion: Musings on the 2016 Sentiment Analysis Symposium
By Kurt Williams, Co-Founder and Chief Evangelist, InMoment Historically, “emotion” hasn’t gotten much respect in the business world. Terms like “fuzzy,” “squishy” and “soft” dominated the dialog. My, how things have changed! In 2015, Forrester Research released a study that evaluated the three dimensions of customer experience: effectiveness, ease, and emotion, and declared emotion the most powerful influence on brand loyalty. Earlier this year, analyst and founder of the Temkin Group, Bruce Temkin, put an exclamation mark on the idea, crowning 2016 the “Year of Emotion.
Tone Deaf in CX: The “Music” Most Companies Miss
CX thought leader and prolific Forbes contributor, Micah Solomon, recently posted an article titled “13 Ways Leadership Can Lead Employees to Provide World-Class Customer Service. ” In it, he outlines ways leaders can infuse, inspire, and support their teams in providing the best experiences for their customers as possible. Often, articles about customer experience focus on two areas: programs, process, and technologies; and customer interaction (both digital and in the real world). What struck me about this piece was that it recognizes that in order to do good things outside of your four walls, organizations must first have their own houses in order.
How Voice of Customer Data Can Spark Brand Loyalty
This article was originally published by Loyalty360 Predictive analytics?the finding and analyzing of historical patterns in historical and transactional data to identify future risks and opportunities?has been used by marketers for years to determine the best possible time, place, and messages with which to target prospects. Until recently, Voice of Customer data (customer data derived surveys, social media and other sources that tap into customer perception) has been left out of the predictive mix.
Highlights from InMoment’s CXE 2016 European Conference
This article was originally published by MyCustomer Earlier this month, CX professionals from across the UK and Europe descended on Birmingham for InMoment’s annual European Customer Experience Elevated conference.
Ground Broken on InMoment’s New Global Headquarters!
InMoment Founder & CEO John Sperry joins President Lonnie Mayne at the controls of the excavator Just hours ago, InMoment officially broke ground in Utah’s high-tech corridor, on what will become its new global headquarters. The early afternoon saw local employees board the nearby commuter train, FrontRunner, at Murray Station and arrive en masse at SoJo Station, both a c-o-n-v-e-n-i-e-n-t train stop and a blossoming transit-oriented development (TOD) in the heart of Silicon Slopes. Read the press release. InMoment employees cross in front of UTA’s commuter rail at the future site of their global headquarters Over at the ceremony, InMoment’s international offices were represented by Toronto-based Director of Human Resources Mickie Armstrong and Birmingham-based Country Manager James Bolle.
CX Comes to Campus: Higher Education Embraces Customer Experience on Both Sides of the Pond
A New Generation of CX Professionals As customer experience (CX) evolves and matures, its influence is reaching more industries and more global markets than ever before. And now higher education has come on board, dedicating research dollars, hosting lectures, and building programs to train the next generation of business professionals on the value of creating great experiences for customers. Arizona State University was one of the first, offering a certificate in customer experience. Now two of ASU’s peers have created programs of their own to train up the next generation of CX professionals.
Transform Your NPS: From Score to System
If you’ve spent more than about 2. 5 seconds engaged in any type of Customer Experience (CX) activity, you’ve undoubtedly heard of the Net Promoter Score? or Net Promoter System? (NPS). In fact, it’s difficult to avoid it—and with good reason. Since its release in 2003, NPS has received worldwide attention in nearly every business publication on the planet, been adopted by some of the largest and most prestigious brands, and helped transform Customer Experience from a theory to an imperative.
Socialising Customer Experience—The OpenTell Way
This article was originally published by MyCustomer This May, during InMoment’s Customer Experience Elevated 2016 European Conference, Andrew Dean, Customer Experience Manager at iNTERTAIN, will be sharing Walkabout’s story of ‘socialising’ the customer experience.
Boost Your CX Success with Employee Engagement
Customer experience programs are wells of business potential, but without engaged employees to deliver on your brand promise, your organization won’t be tapping these wells anytime soon. Employees have a huge impact on your brand’s CX success because they are on the front line interacting with customers every day. Invested employees set a higher CX standard across your entire organization. Our recent infographic “Engage Your Employees.
From the Road: Owning and Extending the Customer Experience with Cheryl’s On 12th
A word of advice: Never pass up the opportunity to experience something done right—especially where food is involved. There is a lot to be learned from the things that get people buzzing—and one place that has been buzzing in my hometown of Portland, Oregon is a restaurant called Cheryl’s On 12th. The owners of Cheryl’s on 12th are Ed and Cheryl Casey. Their résumés are packed with the full range of relevant skills, from server and mixologist to VP of operations and owner/operator of 23 franchise locations.