Welcome to the Library
A catalog of resources on how to elevate your Customer Experience.
CX: Art of the Possible
As Customer Experience (CX) evolves, the most successful brands are moving away from a simplistic survey/score philosophy to leveraging CX as a comprehensive, necessary driver of change. But making that leap isn’t easy. It’s a complex process that requires strong, skilled leadership, world-class technology, and an unwavering commitment to execution. Erich Dietz, author of “CX: The Art of the Possible” and vice president worldwide strategic accounts at InMoment, discusses the process through the lens of a variety of CX leaders.
Engaging, Enlightening, and Empowering Members Helps Solarity Credit Union Increase NPS by 40 Percent
Solarity Credit Union knew the importance of listening to members but were having difficulty gathering anything but anecdotal evidence. Using InMoment, they were able to gather more customer feedback, gain a deeper understanding of their customers, and share those insights within their organization. Click Here to Download PDF.
Global Fashion Retailer, New Look, Redefines Value and Reaps Benefits
For most of its existence, New Look’s brand promise was centered on delivering fast-fashion clothing at low prices. As customer expectations changed, the company discovered that this simple proposition was no longer enough. While price remains a consideration, their customers want to have a more compelling experience. Click Here to Download PDF.
H&R Block: Delivering Great Client Experiences in a High-Pressure Environment
Because so much of H&R Block’s business is condensed into a short and intense timeframe, collecting and analyzing client feedback—and then getting those insights back to the people and places in the organization in time to make a difference—is especially challenging. To address the unique challenges H&R Block has in delivering a great client experience, he and his team created a five-point program. Click Here to Download PDF.
Engage Your Employees. Boost Your CX Success.
If you’re ready to take your CX program to the next level, complementing your existing VoC efforts with an employee engagement program can dramatically increase your customers’ overall satisfaction with your brand. Take a look at our most recent infographic to find out how to improve your brand’s CX success by investing in employee engagement. .
CX: The Art of the Possible
Today’s most successful brands are moving away from the traditional, score-based survey philosophy to viewing customer experience (CX) as an integrated, cultural driver of change. It’s a complex process that starts by creating a culture of accountability and ends with driving business results through insights instead of scores. Click Here to Download PDF.
maurices Uses Predictive Analytics to Understand Customer Segments, Increase Loyalty, and Improve Experiences
For more than eight decades, maurices has valued long-term customer relationships. That history led management to enlist InMoment in upgrading their customer listening program. Now combining customer data, VoC insights, and predictive analytics, they are finding enhanced insights. Click Here to Download PDF.
Annual CX Trends: Brands and Consumers Don’t See Eye-to-Eye on Critical Issues
Led by resident data scientist, Dr. Paul Warner, the InMoment Panel Insights Team combed the quantitative and qualitative data of our second annual CX Trends Report to suss meaningful stories and insights. This webinar takes a look at six key benchmarks and other 2016 findings to see what’s trending now. Watch the Webinar.
2016 CX Trends: Trending Positively Toward Personalization and Transparency
This year, both consumers and brands came together in crowning an undisputed #1 CX Trend. As a common theme in their comments, we were able to explore ways the two groups define it, desire it, and—in the case of brands—design it. Get up close and personal (hint, hint) with this top trend and other findings in our report. Download the Report Inside the Report • Aligning on the positivity of customer feedback • Progressing toward the proactive side of CX planning • Six trends for 2016, rated by consumers and brands • Where consumer-brand interactions break down • Putting quality before quantity.
Barriers & Perceptions: Retail’s Critical Customer Experience Drivers
While some industry segments and companies are winning in the area of customer experience, others are not. And while some segments possess clear strengths that seem to be driving purchasing behaviors, others have glaring opportunities that may be the barrier to converting the browse-only consumers to those that purchase. Download the Report Inside the Report • Overall satisfaction within the Retail Industry • Key Strengths & Opportunities in the Retail Industry • Gender Differences in Customer Experience • The Key Role of Staff • Brands That Are Winning • Customer Experience & Perceived Value.