Welcome to the Blog
A catalog of resources focused on elevating your customer experience.
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.
Hub 2.0: A European Perspective
There's a strong belief that the United States is more "mature" than other countries when it comes to Customer Experience. And while the U. S. may have been an early adopter of many CX best practices and technologies, many European brands have been paying close attention, learning from the missteps that accompanies the untested.
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.