Welcome to the Blog
A catalog of resources focused on elevating your customer experience.
4 Reasons You’re Not Getting the Most Out of Your CX Data
You’re CX data is trying to talk. Are you ready to listen? You’ve successfully launched a customer experience (CX) program, and the data is rolling in. But now, with loads of information at your fingertips, where do you start? Understanding where you’re falling short when it comes to CX data will lead to a better CX, increased revenue, and business growth. Here are the top four reasons you’re not getting the most out of your CX data: 1.
Welcome to Hub 2.0
Data has always been able to answer questions like these: Where is our product performing best? Who is buying our product? When do we have the most customers? What is being bought?The who, what, where, and when have always been easy to get to, but data hasn’t always answered the most important question: Why? Like a needle in a haystack, the “why” is there, but only for those businesses who have the tools to look for it. That’s why we’re excited to announce the newest version of the InMoment customer experience optimization platform: Hub 2. 0. Hub 2.
The Interplay of Digital and Personal: A UK Perspective on Retail Trends and Opportunities
By Sue Hedaux, Customer Champion InMoment’s 2016 North American Retail Industry Study confirmed what most retailers in the UK suspected: Despite the unstoppable rise of digital, a great in-store experience still makes a difference to customers and positively influences their spend. The UK has long been described as a nation of shopkeepers and we are certainly a nation of shoppers. For a dedicated shopper nothing quite beats a great interaction with a colleague, buying an item you feel good about, and taking it home with you that day. Digital for convenience, and stores for pleasure and instant gratification? The British Retail Consortium figures for February 2016 report that over 20% of UK retail sales were made online; for clothing that rose to over 27% of sales.
InMoment Launches VoCX Podcast Series
By Lonnie Mayne, President Our customers have high expectations. They are constantly asking us for more information, more best practices, more insights into the industry, and how they can best position their customer experience (CX) programs for success. In response, InMoment is launching a new podcast series called VoCX (Voice of Customer Experience) which promises to be an exciting way to get regular servings of CX trends, innovations, insights from industry leaders, updates on technology, and best (and worst) practices from those who are leading the charge in CX. We are designing the VoCX podcast series to provide a freshness of perspective bundled with deep industry expertise, lots of personality, and probably a little bit of fun along the way.
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.