The InMoment Blog
Tips on elevating your customer experience
5 Ways to Ensure Employees Uphold Your Brand’s Values
Paul Warner, Ph.D., VP Consumer and Employee Insights When a business is in its nascent stage, everyone feels like an owner. Each employee—from the leadership to the frontline—has a personal stake and interest in building success through differentiated offerings and positive customer experiences. Yet, as companies grow, the founders, owners, and executive leadership become less connected to the day-to-day operations, and in turn, their customers. In essence, they’re handing...
Is Your Company Really Customer-Centric? How You Handle Complaints Is the True Test
Paul Warner, Ph.D., VP Consumer and Employee Insights As long as there are customers, there will always be issues, complaints, and disagreements. In fact, nearly every morning’s news report brings another example of a self-proclaimed “customer-centric” company failing—and shockingly, sometimes injuring—its customers. Let’s be honest: Pleasing every customer, every time—while an admirable goal—is simply not possible. But failing to meet customer expectations doesn’t have to be all bad. In...
7 Quick Quotes on Closing the Loop with Your Customers
As a follow up to our recent white paper on resolving customer issues, we teamed up with CustomerThink for a webinar on closing the loop. Led by InMoment’s SVP of Global Business Development, Erich Dietz, the webinar provided additional insights on closing the customer feedback loop more effectively, reducing business costs, increasing revenue, and creating loyal brand advocates. Here’s a roundup of some of our favorite quotes and findings from...
How to Keep Your Brand Relevant in the Ever-Changing World of CX (Pt. 2)
By Simon Fraser, Senior Director of Customer Success, InMoment EMEA In my last article, I discussed how CX will ensure that brands are able to adapt to changing customer requirements in order to stay ahead of the competition. In part two of this article, I will cover why CX strategy cannot exist in a bubble and must continuously reflect the global environment, hopes, and innovative solutions that affect us...
How to Keep Your Brand Relevant in the Ever-Changing World of CX (Pt. 1)
By Simon Fraser, Senior Director of Customer Success, InMoment EMEA It is likely that you already know that customer experience (CX) is important. CX has evolved rapidly in the past few years to become an established part of the way that businesses plan and implement change to achieve their organizational and financial objectives. Where CX was once essentially a worthy and modern alternative to measuring internal standards through mystery...