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Executive Report on the Omnichannel Customer Experience

For this executive report, Call Center IQ conducted their research with an audience of customer service, customer experience, and contact center professionals. Respondents represented buy-side organizations, vendor organizations, and independent consultancies. A panel of 7 channel technology professionals, including InMoment President Lonnie Mayne, were also called upon to contribute insights from their experience with the omnichannel customer experience.

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Listening to the Voice

Voice of the Customer (VoC) technology lets retailers infuse customer feedback across the enterprise. How? First, by capturing it. Because you can’t infuse what you can’t hear. What’s more—just humor us for a second—you can’t hear what you can’t see. Okay, so that’s not entirely true, but in the case of enterprise-wide customer listening, you do need to let text analytics, dashboards, and visual reporting do the heavy lifting, because your ears just can’t get the job done on that scale.

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Customers Are Speaking: Are You Listening?

Consumers talk. They do it on a scale that staggers. They do it at a speed that mystifies. They open their mouths and reveal their hearts. The yarns they spin explain current behaviors and expose future trends—to those with the listening capabilities to keep up, that is. This report shows the ways top retailers can tune in and turn out high-value customer experiences.

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Unwrapping Holiday Shopping Trends

The holidays are here again, and it should be no surprise that mobile shopping is set to play a big part. By following how customers are interacting with their devices, retailers can gain critical insights into how to create rewarding, personalized experiences across their shopping channels. Check out this tannenbaum of leading data points that will be shaping the season.

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A Good Business Should Never Blame Its Tools

As our world advances and develops, technology is becoming a great differentiator. Sure, technology’s only as good as the people who use it, but having the best tools in the business doesn’t hurt either. As the citizens of the world generate unstructured data by the zettabyte, view a few bytes of our own to wrap your head around the Brobdingnagian proportion of this data. Making sense of unstructured data is a messy job; using InMoment’s text analytics can make it a cinch.

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The Decline of Structured Surveys

Credit where it‘s due: Structured customer surveys changed the way companies do business. They helped alter customer expectations and shape the definition of a “great” brand experience. But that was then. A new shift is underway, and it’s ending the incumbency of traditional customer surveys. The future of the VoC industry is now in the hands of robust text analytics.

2009 Called. It Wants Its Text Analytics Back.

Customer comments are more important than ratings, scores, trends, and key drivers. This truth is apparent once we remember that data-heavy surveys began as an imperfect stand-in for real customer dialog. The text analytics you choose will determine the number and quality of insights gleaned from these customer comments. Why? Statistical text analytics models turn the patterns of language into a math problem, while linguistic models teach computers to understand language the way humans do. Don’t choose tech from 2009.

Text Analytics 101: Watch Your Language

Words possess the power to lift you up—and break you down. Especially the words of your customers. Text analytics solutions allow you to watch, weigh, and respond to those ever-present words. During this event, experts reveal why all solutions are not created equal and give you the knowledge needed to select a solution that meets your brand’s CX goals.

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Inside the Experience Hub: The Technology to Listen

Watch as voice recognition and text analytics technologies converge inside the Experience Hub to derive and deliver insights from your customers’ written and spoken stories. Open-ended comments, social media posts, online reviews, and telephone conversations are all unlocked to illustrate your competitive landscape, amplify positive experiences, identify pressing issues, measure the impact of customer moments, and more.

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Night of the Living Prepared: A Contact Center Zombie Guide

With six different breeds of contact center zombies now roaming your floors, you had darn well better be able to identify each one on sight (or sound or smell) and know where to aim your weapon—oh, that’s right, you will most definitely need the right weapons. Our zombie guide gives you everything you need. By the time you’ve read its pages (or even just looked at the pictures), you’ll know which zombie needs a swift harpoon to the brain and which can be carefully cured.

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Online Review Zombie Apocalypse: A Guide to Mastery & Conquest

The bad news first: We live in a world where online review zombies have free rein. Now the good news: We’re ending that world and giving power back to the peaceable business operators of our great economy. Let us help you become masters of the online undead with our Online Review Zombie Apocalypse Guide. Our informative dossier will provide you with a breakdown of open review sites and their challenging zombie counterparts.

Omnichannel: Making a Necessity a Reality

InMoment president, Lonnie Mayne, and GE Capital Fleet Services’ customer care manager, Dan Reil, discuss recent findings from a Call Center IQ (CCIQ) survey regarding the state of omnichannel in contact centers, the challenges companies face in embracing this new paradigm, and practical steps you can take to create the right omnichannel strategy for your business—and your customers.

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Introducing the InMoment Experience Hub

Through InMoment’s “hub” approach, we centralize customer experience data—regardless of source or format—connect it with technology to surface critical stories, and then channel timely, actionable insights to the right people and places to drive targeted decisions across your entire enterprise.

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We Are InMoment

Business has changed, and the customer experience is now your competitive battleground. Technology is evolving at the speed of imagination, and customers are using it to connect with populations far and wide. They expect to be able to connect with your company, too, and on a human level. They want to be heard, acknowledged, and valued. We help you do that. Why? For your fiscal health, of course. How? Roll the film.

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Socialize Your Customer Experience in 3 Steps (Retail)

These days consumers are in charge. Consumers who have a great experience to share, or perhaps a bone to pick, don’t even have to wait to get home to voice an opinion. Instead, they reach into their pockets for a smartphone to tweet, poke, or blog away at a moment’s notice.

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Socialize Your Guest Experience in 3 Steps (Food Service)

These days consumers are in charge. Consumers who have a great experience to share, or perhaps a bone to pick, don’t even have to wait to get home to voice an opinion. Instead, they reach into their pockets for a smartphone to tweet, poke, or blog away at a moment’s notice.

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Rules of Engagement: The Right Connections

A systematic approach to both customer and employee engagement will raise satisfaction levels and sales, but are businesses maximising the benefits and senior management buying-in? Exclusive research from CGA Peach and InMoment reveals a need for more joined-up thinking, especially when it comes to front-line teams.

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Customer Engagement: Making the Right Connections with Guests and Staff

Recent research among senior executives, carried out by CGA Peach in conjunction with InMoment, shows that, while there is a growing commitment across the hospitality sector to invest in customer engagement and feedback, there remains a significant opportunity to extract more meaningful insights, drive operational change and improvement, and see a greater return on investment. Here’s what was discovered.

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Halfords Wows Customers with InMoment-Powered VoC Program

When Halfords implemented a Voice of the Customer (VoC) program two years ago, their objective was clear: Improve customer service, improve the customer experience, and improve sales. Using features of the InMoment platform like Employee Wow, Halfords was able to drive employee engagement and focus on the customer experience across every level of the company. Hear from members of the Halfords team to learn more about how they did it.

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Understanding the Customer Conversation

A veritable tsunami of data is flooding retailers from a constantly growing pool of sources. The pervasive use of consumer touchpoints such as social and mobile, as well as the emergence of new touchpoints like wearable, is creating a rising tide of information for retailers to manage.

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Four Keys of Customer-Centric Organizations

Some brands get away with taking a casual approach to their customer experience. But, unless you’re one of those imaginary organizations, you’re probably not getting away with anything. In today’s Age of the Customer, intelligent companies have a distinct advantage over their lackadaisical counterparts. Fortunately for companies that aren’t as with the program (the Voice of the Customer (VoC) program that is), there are facets common to all successful brands, which can be learned and adopted with relative ease.

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Quantifying the Commitment to Customer Centricity

Truly customer-centric organizations seek out the technology that best allows them to listen to their customers—both individually and in aggregate. These same organizations also modify and refine their roles, responsibilities, and reporting structures as necessary to account for the new customer-centric business climate.

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Surrey and Sussex Healthcare (SASH) “Your Care Matters” Programme, Powered by InMoment

The medical professionals at Surrey and Sussex Healthcare NHS Trust (SASH) rely on their “Your Care Matters” programme to deliver a high standard of care to their patients. Listen as executives, matrons, emergency practitioners, nurses, and other staff describe how the patient experience programme powered by InMoment enables them in their daily work to make positive adjustments to the things that matter to individual patients.

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Customer Loyalty 2014 Interview with Gary Topiol

Our managing director of international here at InMoment, Gary Topiol, takes on a handful of customer loyalty questions at Retail Bulletin’s 2014 Customer Loyalty Conference. He touches on topics like “Big Data” and “Social Media” while emphasising that a company’s customer experience is not its message. He also shares his thoughts on why the next big thing for customer loyalty is already here.

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Customer Loyalty 2014 Interview with Richard Quarterman of Waitrose

Waitrose Manager of Service Innovation Richard Quarterman takes on a handful of customer loyalty questions at Retail Bulletin’s 2014 Customer Loyalty Conference. In attendance as a co-presenter with InMoment, he touches on topics like “Big Data” and “Social Media” while emphasising the importance of genuine and honest experiences for engaging and understanding customers.

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Waitrose’s Journey to Customer Experience Transformation – CLC2014 Presentation

Loyalty goes both ways. It’s a simple truth and a key reason we partnered with Retail Bulletin for their 5th Customer Loyalty Conference. Our managing director of international, Gary Topiol, gave it practical application when he took the stage for a retailer case study with Waitrose Manager of Service Innovation Richard Quarterman.

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Loyalty360 Video Podcast: Own Your Customer Moment

For its “Thought Leadership in Loyalty” series, Loyalty360 host Mark Johnson recently interviewed InMoment President Lonnie Mayne about the vision and technology making smarter, more unified customer experience data accessible across business organizations of all types and sizes: The InMoment Experience Hub™.

How to Keep Fraud Far from Your Customer Experience Data

You may be surprised to learn that customers and competitors aren’t the only threat to good customer experience data. When it comes to collecting valid customer feedback, your own employees have considerable influence, as well. Fortunately, that just means the power to control your data lies within your organization. In any Voice of Customer (VoC) program, upfront communication with your employees is critical to preventing customer survey fraud.

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Waitrose “Measuring the Magic” Programme, Powered by InMoment

In this 2-minute clip, several Waitrose managers describe the Measuring the Magic programme and the positive adjustments it’s allowed them to make to departments and branches, thanks to more than 750,000 customer responses analysed and delivered through their partnership with InMoment over a two-year period.

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Loyalty Modeling: Mapping the Customer Experience

All brands deliver something. Smart brands work to deliver an exceptional customer experience at every customer touchpoint. Other brands usually succeed only in delivering a wide range of satisfaction to their customers. One of the best ways to do this is to gather insights from customers who have recently had an experience with your brand. By listening to feedback gathered throughout the customer journey, your brand can begin to ask the right questions and focus on what’s driving satisfaction.

Consumer Insights Panel: Social Media Report

The Q2 2010 Empathica Consumer Insights Panel surveyed more than 15,000 U.S. and Canadian consumers, in part focusing on their online habits and social media usage. This survey was part of a comprehensive study on North American consumer spending behaviors and sentiments in various industries, which includes additional surveys in domains such as customer service, the overall economy, and the financial services sector. This detailed examination can be analyzed on its own and also compared to data pulled from Q1—serving as prolific insight into the movement of consumer spending behaviors this year.

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Real Stories of Magic at Waitrose: Customer Experience Optimisation at Work

Four firsthand customer accounts collected through InMoment’s Experience Hub and delivered through Waitrose’s “Measuring the Magic” program spotlight Waitrose partners owning their service moments to create happiness and loyalty in customers. Watch and listen to the stories of Katie, Philip, Gill, and Kate as they shine in the face of a soup splatter, a rogue automobile, and the proper preparation of both a fish and a potato.

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Why Implement a VoC Program?

With rare exceptions, companies no longer have the luxury of competing on price alone. Today, the great differentiator is the customer experience (CX). Thanks to some great companies like Apple and Starbucks, customer expectations are at an all-time high for just about everything: service, selection, convenience, atmosphere, and more. Each one of these components are an established part of your overall customer experience and an opportunity to rise above the competition.

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Visual Data: Listen with Your Eyes

Dashboards are defined by their simplicity and convenience. Their power lies in their ability to convey instructive information at a glance. By design, they communicate real-time insights through informative, interactive visuals. Look here to experience data visualization at work—while learning how it does.

Consumer Insights Panel: Spending Behaviors and Sentiments in the Food Service Industry

The Q1 2010 Empathica Consumer Insights survey of more than 13,000 U.S. and Canadian consumers revealed several findings related to spending differences between men and women, customer service perceptions, and brand loyalty. In a time when restaurants have faced significant challenges with maintaining and growing their current client base, it’s necessary to conduct a close examination of current business processes that are either stimulating or hindering their growth.

Consumer Insights Panel: Consumer Feedback Behaviors in Pharmacy Retail

The Wave 2 2012 Empathica Consumer Insights Panel surveyed more than 1,500 U.S. consumers, focusing on topics related to the economy and the pharmacy retail sector. The survey of sentiments toward spending and pharmacy retail experiences was conducted in the context of a broader study of consumer shopping intentions and customer satisfaction as reported by consumers across the country.

Creating a Memorable Patient Experience

In the UK, there comes a point in our lives when we rely on our National Health Service (NHS)—for our own care or that of a close family member. While we appreciate the healthcare we have, we also aspire for it to improve and at least keep up with our expectations of service in other aspects of our life. In the commercial world, big brands and small independents alike recognise that differentiating themselves through the experience they deliver is essential for their growth and long-term survival. Businesses have focussed their energies and resources on improving the experience they deliver for customers, creating ever-increasing expectations of care that we apply to our National Health Service provision too.

Putting the Customer at the Center of Employee Engagement

Tools, ideas, and strategies exist for cultivating employee engagement—but one resource remains grossly underused: Voice of Customer (VoC) intelligence. Known predominantly for its role in customer experience improvement, VoC often achieves this through improving employee engagement. Like everything else in today’s market, your employee engagement initiatives will work most effectively when centered on the customer.

Top 10 Tips for a Successful Global Customer Experience Programme

Well-established brands seeking growth increasingly seek expansion into international markets. As a company orients around expanded operations, key questions emerge in how to best keep the customer at the heart of the business. Organising around the multi-market, multi-cultural delivery of a brand experience is a multi-faceted challenge. The specifics that define great customer experience vary by country, yet, universally, when customers experience good service, they increasingly return and become brand loyal. Consistently delivering those great experiences is a huge competitive advantage in emerging markets and a key differentiator in mature markets.

Customer Reviews: Retaining Integrity & Realizing Value

Sites like Yelp!, TripAdvisor, and Amazon are prime examples of customer review sites that have fallen victim to fake reviews. A recent study conducted by Michael Luca (Harvard Business School) and Georgios Zervas (Boston University) revealed that 16% of Yelp! reviews are flagged as “suspicious,” and subsequently filtered. These filtered reviews represent a significant portion of Yelp’s incoming reviews, and the number appears to be rising, thanks to increasing incentives based on the power of online ratings.

Smashburger Improves Guest Satisfaction by 5.5%

Smashburger is quickly gaining a reputation as America’s hottest new restaurant concept, both for its premium, handmade burgers and also for its extremely loyal customer following (known as “SmashFans”). Focusing on delivering great customer experiences at each and every location and driving active advocacy is an integral part of the Smashburger recipe for success.

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Online Reviews: The Stats Fueling Your Brand Reputation

In an increasingly digital world, where 74% of consumers look to online review sites for information during the buying process, it’s hard to ignore the fact that reputation is a key pillar to any brand’s success. According to Forbes, a brand’s reputation was recognized as the top driver for business value. Why? It’s simple. People buy from the brands that their friends, family and peers trust and recommend.

Three Ways Today’s Review Sites Are Failing Brands

According to Forbes, today’s #1 business driver is reputation, and the reason is simple: People buy from the brands that their friends, family, and peers trust and recommend. Increasingly, today’s savvy consumers are turning to the Web in search of reviews to help guide their purchase decisions. In fact, 74% of consumers look to online review sites for information during the buying process, making it hard to ignore the fact that online reputation is a key pillar to any brand’s success.

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U.S. Consumer Usage of Social Media to Make Shopping Decisions

The Wave 1 2012 – Empathica Consumer Insights Panel surveyed more than 6,500 U.S. consumers. The findings are shown in this infographic and demonstrate that mobile and social customer experience strategies are becoming more important than ever for brands, with retail and restaurant consumers using these channels to make decisions – even while in-store.

NHS Brings Patient Feedback into the Spotlight

Surrey and Sussex Healthcare NHS Trust runs East Surrey Hospital in Redhill and provides a range of services at hospitals in Crawley, Horsham, Dorking, Caterham and the Oxted Health Centre.

Read how the NHS introduced patient feedback in their wards and emergency departments to prove to patients that their views and experiences matter to the NHS and to improve patient care.

Mobile Surveys & Reporting: Mobile Optimization for Managers on the Move

Smartphones and tablets have become the most quickly adopted technology in history, making mobile-optimized surveys & reporting a necessity. InMoment’s mobile surveys provide greater convenience and achieve higher completion rates than surveys taken on
desktop computers, and our mobile reporting provides managers and other leaders with access to real-time Voice of the Customer (VoC) solutions.

Consumer Insights Panel: Big Box Retail Purchasing Behaviors

The Wave 1 2012 Empathica Consumer Insights Panel surveyed more than 6,500 U.S. consumers, gauging consumer sentiment on subjects ranging from spending to consumer perceptions about big box retail shopping experiences. The Consumer Insights Panel survey was conducted in the context of a broader study of consumer shopping intentions and customer satisfaction as reported by thousands of consumers across the country.