Welcome to the Blog
A catalog of resources focused on elevating your customer experience.
More than Mountain Goats: Cabela’s Melds Environment, Tech, and People to Inspire Loyalty
By Lonnie Mayne, President My Uncle Buck was an outfitter. Urbanites would hire him to take them out to Molly’s Nipple*, a famous sandstone formation in the mountains of the Colorado Plateau, to have a real Western experience. And Buck never disappointed. He’d load up the packhorses, cook meals over a campfire, and serve steaming hot cowboy coffee—a tar-like concoction made by stirring grounds right into boiling water.
Outdoor Retailer Aims for a Deeper Customer Relationship
This article originally appeared on RetailCustomerExperience. com. View it here. Cabela’s is teaming up with InMoment on a new system that will empower front-line employees and operations leaders with deeper customer intelligence to drive a better customer relationship.
5 CX Trends from the 20:20 Customer Experience Summit in London
By James Bolle VP, Head of Client Services EMEA and Country Manager About the Event Last month, I had the pleasure of attending—and speaking at—the 20:20 Customer Experience Summit in London. The conference, hosted by Marketforce, provided a venue for over 250 global customer experience (CX) professionals to share insights and ideas on transforming the customer experience. 5 CX Trends from 20:20 Customer Experience Summit During the two-day CX event, attendees heard from CX leaders who shared their thoughts on key developments in the field and where the future of customer experience is headed. Here are the top five CX trends discussed at the event: Customer Experience Is a Strategic Imperative We’re at a point where every organisation shouldn’t just consider having a CX programme; every organisation needs a programme.
How You Listen Matters
With the high volume of business transactions your brand does everyday, it can be challenging at times to remember that your customers are real people with real lives and real emotion. Like any person, they have unique opinions and experiences that they share with the rest of the world in various ways. Brands that have the right people and technology to listen to these customer experiences will create more satisfied customers and set themselves apart from competition. Customer feedback isn’t limited to one channel, so it’s important that your brand listens in a variety of ways to get as many customer stories and perspectives as you can.
UK Fast-Fashion Powerhouse, New Look, Crowns Customers “Co-Creators” in Evolving CX
Chloe Sherriff, service improvement manager at New Look, recently headlined a session at the UK’s 20:20 Customer Experience Summit in London titled “Empowering Customers to Help Change Your Business for the Better. ” InMoment’s James Bolle, Head of Client Services, EMEA and UK Country Head, moderated the discussion. Sherriff highlighted the dramatic changes New Look is making to shift their business from a pure value offering, to a modern, customer-obsessed brand. Tune into the conversation between Bolle and Sherriff by watching the video here.
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.