qsr_consumer_report-featured

Positive Identification of Top QSR Characteristics

Supplementing this year’s QSR benchmark study with additional research, the InMoment Consumer Insights Panel has put together a summary report identifying trends, drivers, and insights for helping QSR brands understand the top focus areas for satisfying guests, fulfilling brand promises, and sustaining success.

gary-ecce

Gary Topiol Presents at Executive Customer Contact Exchange

Watch and listen as InMoment’s International Managing Director, Gary Topiol, discusses the corporate imperative of becoming a more customer-centric organisation. In the presentation, Gary advocates the industry transition from customer feedback to customer stories and offers advice on how brands can better listen to their customers.

Unknown Unknowns: What Marketers Still Need to Learn about CX

The customer experience (CX) is an increasingly important differentiator, and marketing leaders are “on the hook” (just ask Gartner). Yet, many have neither the knowledge nor the perspective to turn postulation into practice. Join InMoment CMO Kristi Knight for insight into taking that leap from theory to execution.

grounded-featured

Grounded in the Experience: 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.

cxe-eu_highlights-featured

Customer Experience Elevated (EU) Highlights

Find out what attendees had to say about InMoment’s 2015 CX Elevated conference held in Birmingham, England. Our annual conference brought together professionals from various industries, including retail, food service, hospitality, contact centres, and more, to learn about the latest Voice of the Customer (VoC) and customer experience (CX) solutions.

unknown-unknowns-featured

How Customer Centricity Is Transforming Contact Centers

We are living and working in The Age of the Customer, where companies are tapping into big and small customer data to re-engineer their business structures and form increasingly personalized relationships with customers. Join us in walking through recent research on how to do it right.

Surprising Secrets Behind Today’s Most Successful QSR Brands

Benchmark studies are valuable tools for understanding how your brand measures up against the competition, but there’s always more to the story than just the numbers. InMoment’s QSR study takes you inside and beyond the rankings to explore why long-standing satisfaction drivers are now shifting.

contact_center_demo_video-featured

Demo: The InMoment Solution for Contact Centers

Walk through our intelligent feedback and reporting process from the perspective of customers, callers, agents, supervisors, and executives. You’ll see integrated speech-to-text and text analytics at work throughout the omnichannel journey, creating a more engaging experience, highly relevant data, personalized training materials, and more.

cciq_cx_report_2015-featured

CCIQ 2015 Executive Report

The Call Center IQ (CCIQ) 2015 Executive Report is driven by exclusive marketplace research and enhanced by commentary from industry experts. It works to understand customer experience goals, benchmark existing performance, identify challenges, and uncover pathways to improvement.

Customer Experience, Now: 5 Steps to Embed Customers in Your Culture

Any business with plans to live long and prosper needs its customers playing a central role. With so many real-world examples on display in B2C industries, the question is no longer even up for debate. In B2B industries, however, the examples of those who have taken up the torch are much fewer and farther between—which means there are even larger opportunities to stand up and lead.

trendagram-featured
food_service_has_an_appetite_for_advocacy-featured

Food Service Has an Appetite for Advocacy

Justified or not, consumers trust fellow consumers more than they trust brands. In fact, a 2013 Nielsen Global Trust in Advertising survey found that 84% of people trust the recommendations of people they know and 68% trust online customer reviews.

Call Center IQ (CCIQ): 2015 Customer Experience Summit

Real-time customer feedback and recent research are here to take the guesswork out of your job. By adding current context about your customer experience—and relevant solutions for it—this event will show you what customers want and the best ways to give it to them.Two of our favorite people, Lonnie Mayne and Amy Torani, discuss highlights […]

know_your_enemy-featured

Know Your Enemy: The CX Zombies of B2B, Ambush Predators

The B2B environment is an ideal hunting ground for customer experience (CX) ambush zombies, like the Hypno Hulk and Helter Hydra. These stealthy undead hide in the communication gaps between vendors and their clients, they stalk their prey within teams of project stakeholders, and they spread confusion that grinds progress to a halt.

four_keys-featured

Four Keys of Customer-Centric Organizations (B2B)

Nobody gets away with a casual approach to the customer experience these days. If you want your clients to feel anything remotely close to loyalty, you’ll need to place them at the center of your business. Today, customer-centric brands have a distinct and growing advantage over their dated counterparts.

why-implement-voc-program

Why Implement a VoC Program? (B2B)

In the Age of the Customer, simply delivering a great product or service isn’t good enough. And because the lifetime value of each business customer is exponentially greater than a consumer, the stakes are even higher, requiring you to understand the key drivers that keep your customers returning.

cx_improvement_invasion_hits_b2b_world-featured
state_of_contact_centers-featured

State of Contact Centers: Omnichannel CX

We’ve got a modern-day Tower of Babel situation on our hands in which businesses are experiencing confusion of language. Two industry buzzwords are responsible for this semantic breakdown: multichannel and omnichannel.

retail_is_ripe_for_advocacy

Retail Is Ripe for Advocacy

Justified or not, consumers trust fellow consumers more than they trust brands. In fact, a 2013 Nielsen Global Trust in Advertising survey found that 84% of people trust the recommendations of people they know and 68% trust online customer reviews.

listen_with_your_eyes-visual_data_infographic

Visual Data: Listen with Your Eyes

Most people aren’t data analysts, and they shouldn’t have to be. The best Voice of Customer (VoC) solutions use data visualization to share real-time, role-specific insights with those in both strategic and tactical roles—so they can take immediate, informed action.

inmoment_cx_trends_2015-preview

Make Them Feel Valued. Make Them Feel Heard.

Voice of Customer (VoC) in 2015 is more than an exercise in collecting insights; it’s an opportunity to strengthen loyal customer relationships and deliver key elements of your differentiated customer experience. Need proof? 644 consumers and 131 brand representatives ranked top CX trends for the year and shared insights—and that’s what they told us. Only they said it better.

cx_trends-exec_summary
empathy-map

Empathy Map: Using Empathy to Better Understand Your Customers

Take the customer stories our products collect to the next level by creating an empathy map, inspired by Copyblogger Media. This exercise combines key stakeholders and decision makers in your company to discuss how your brand experience can better meet your customers’ wants, needs, and expectations.

jim-and-lonnie

Red Shoes: The Sole of Omnichannel Engagement

Watch Express’ Jim Kaniaris (Vice President, Customer Experience) and InMoment’s Lonnie Mayne (President) during Loyalty 360’s Engagement & Experience Expo as they discuss how Red Shoes experiences lie at the heart of omnichannel customer engagement.

The Voice of the Customer: The 2014 Report

According to a recent survey, 92% of contact centres in the UK are currently actively capturing customer feedback. But what, if anything, is being done with that feedback, and how is it influencing and shaping business strategy?

omni_channel-report-featured

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.

inmoment-csa-digitalreport-featured

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.

inmoment-customer_advocacy-special_report-featured

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.

Gifts-That-Keep-Giving-Infographic-featured

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.

Customer Wisdom Guides Growth at Total Wine & More

With rapid expansion as a backdrop, the company’s leadership recognized the necessity of engaging their customers. To meet this challenge, they wanted access to detailed customer sentiment about the shopping experience and a sophisticated analysis of that feedback.

resources-good-business-blames-its-tools-infographic

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.

resources-decline-of-structured-surveys-ebook

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.

resources-inside_the_hub

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.

zombie-cc

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.

zombie-or

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.

The Rise of Omnichannel in Contact Centers

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.

hub-illustration

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.

resources-we_are_inmoment

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.

retail-featured

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.

food-service-featured

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.

happy-man

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.