Welcome to the Blog
A catalog of resources focused on elevating your customer experience.
Moving Beyond What Customers Want to What Customers Need
By Brennan Wilkie, SVP, Customer Experience StrategyEarlier this month, InMoment released our 2017 CX Trends Report. The objective of this annual exercise is to examine various areas of customer experience (CX) from both consumer and brand perspectives to determine where these groups are aligned, and where there are disconnects. Last week we held a webinar, during which my colleague James Bolle, who heads up our UK office, and I went into detail surrounding some of the report’s findings. We also talked about what these findings mean for CX practitioners, and how they can put those learnings into action inside of their organizations.
What Does a Chief Customer Officer Need to Be Successful?
By Lisa Harmer, VP, Partner Marketing The role of Chief Customer Officer or Chief Experience Officer is still relatively new, and enterprise businesses are struggling to understand the role itself, and the roadmap to success. According to the Chief Customer Officer Council, only 35 of the Fortune 500 companies have a CCO at all, and the average tenure for CCOs is just just over 29 months. Those are some scary statistics for customer experience professionals—even more so considering the daunting role that a CCO must play in uniting all customer-centric initiatives across large, complex organizations and driving a mind-shift in the way every person on the team embraces the customer experience. So where do you start? A recent Forbes article, “Why Your Company Needs a Chief Customer Officer,” which was co-authored by McKinsey & Company, not only made the case that now is the time for businesses to add a CCO to the C-level executive team, but also provided a roadmap for success in the role.
CX Lessons from 2016 (And Why You Should Stay Curious in 2017)
By Simon Fraser, Senior Director of Customer Success, InMoment EMEA Earlier this year I shifted my priorities and focus, and chose pleasure and purpose over other engrained habits and needs. I was so “busy being busy” that I had forgotten the evident importance of slowing down and taking stock. The basic need to actively listen and properly connect with the various voices and opinions available to me had been neglected. As someone who delights in identifying patterns, sharing theories, and having an opinion, I had found myself too often recycling old narratives.
7 Keys to CX Happiness
By Simon FraserThis post originally appeared on Retail Customer Experience. View it here. Story telling and understanding the rules of a “happy life” are two of the dominant themes throughout my career and education, with science being added as an interest as I have grown older. All three come together beautifully in customer experience (CX).
87% of Black Friday Shoppers Actually Had a Good Time
Apparently Black Friday isn’t so black anymore. We tapped our Expert Outpost panel, comprised of tens of thousands of people, to see how U. S. consumers felt about their in-person shopping experience on Black Friday.
Four Ways to Success—Insight from Forrester’s CX Europe 2016
This November Forrester held its annual CX Europe conference. Customer experience (CX) thought leaders came together to highlight how interplay between executive leadership, customer understanding, design management, culture, and measurement all contribute to the success of high-performing firms. James Bolle, Head of Client Services EMEA at InMoment, attended the conference along with several clients. He observed four key trends emerging from the conference debate, all of which combine to give us a clear sense of what we can expect from CX in the coming years, all of which are already helping to differentiate ambitious companies from the rest of the pack.
3 Unique Customer Retention Strategies
Attracting a new customer costs five times as much as retaining an existing customer. This statistic gets thrown around quite a bit, but at this point, only 40% of companies have an equal focus on acquisition and retention. It is important to get new customers in the door, but it may be even more important to keep them around. Relationships with customers are always a two-way street.
Build a Better CX by Integrating VoE
Today’s customers are more empowered than ever before thanks to increasing methods to research products, more purchasing options, and the growing amount platforms to share their experiences with the rest of the world. No one knows your customers—who they are, what they want, and what they expect—like your employees. Your employees are the face of your organization and are responsible for delivering on your brand promise and creating positive, memorable customer experiences. You trust them to interact with your customers, and you should trust them—and empower them—to create the best experience possible.
4 Alternate Channels for Collecting Customer Feedback
For too long the focus has been on “what” your customers are saying, with little consideration to “how” they are being asked. In a time where customer experience is more important than ever, companies are looking to improve the way their data is collected. Traditional methods such as phone surveys, focus groups, and paper surveys certainly serve a purpose, but can leave out important customer touchpoints and insights. Finding the appropriate channel for your audience will lead to an increase in customer feedback as well as the quality of their evaluations.
Cognitive Computing Takes Center Stage at World of Watson
By Spencer Morris, SVP Data ScienceSpencer was invited to speak at World of Watson about InMoment’s unique approach to utilizing Watson Technology to enrich and understand customer data. His presentation, “Do You Really Know Your Customers?” takes place Thursday, Oct. 27 at 10 a. m.