The InMoment Blog
Tips on elevating your customer experience
3 Reasons You Should Create a CX Roadmap
By Andrew Park, Sr. Director, Customer Experience Strategy Implementing a customer experience strategy can impact your business almost instantly, but the true benefit lies in the long-term results. With CX, measuring short-term post-transactional surveys only shows you a glimpse into “how we are doing now.” While there is value in measuring these short-term, point-in-time surveys, they’re only giving you just that—a snapshot into the customer's experience. Instead, we want...
Practicing What We Preach: How Customers Shaped the New InMoment Dashboards
By Maria Caliendo, Product Manager Listen. Understand. Share. As customer experience continues to gain momentum and becomes the new competitive battleground for businesses around the world, these three principles remain consistent. In the same way InMoment supports brands in their efforts to give customers a voice at the decision-making table, we strive to practice what we preach, ensuring our own customers are collaborators in improving the products and the...
The Importance of Aligning Promise and Expectation
This post originally appeared on MyCustomer.com. James Bolle, VP Head of Client Services EMEA at InMoment looks at the importance of aligning promise and expectation to deliver a consistent CX. Customers expect consistency. If these expectations aren’t met, a hostile relationship can occur between a customer and brand. Meeting expectations consistently, across all platforms and channels is, therefore, key to driving trust and loyalty with customers. Understanding Expectations InMoment’s...
Customers vs. Employees: What People Aren’t Saying about Amazon’s Acquisition of Whole Foods
By Paul Warner, Ph.D., VP Consumer and Employee Insights Which list would your company rather make: Best Places to Work or Best Customer Experience? The good news is, companies don’t have to choose—they can make both lists. They can satisfy their employees and customers, and come out on top in both realms. In fact, the relationship between employee and customer experiences can and should be reciprocal. Whole Foods CEO,...
9 Ways Businesses Are Screwing Up NPS
By Erich Dietz, SVP of Worldwide Alliance Partners According to Bain & Company, leaders in customer loyalty achieve revenue growth of more than twice the market rate and enjoy, on average, a roughly 15% cost advantage over their competitors. Sounds pretty good—but how do you get there? I recently had the pleasure of hosting a webinar with Phil Sager from Bain & Company. Bain, as you know, invented the...