More than 9,000 American consumers rated a range of elements from their most recent experiences with quick-serve restaurants (QSRs). Areas of strong consensus and stark disparity revealed key drivers and striking stories for helping brands as they compete on the guest experience in today’s QSR space.
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.
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.
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.
Dave & Buster’s has seen a lot of success. And change. Through it all, their promise of “great food, drinks, and big-time fun served up by the friendliest people in town” has been a consistent theme. Join D&B director of strategic initiatives, Helmuth Mayer, as he discusses keeping their guest experience program relevant and effective.
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.
Business-to-business (B2B) companies are joining the Customer Experience (CX) groundswell and redesigning their organizations to put customers at the center. In a study of more than 100 B2B executives, CustomerThink and InMoment explored how companies are developing their CX programs to drive better business results.
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.
Join InMoment’s chief marketing officer, Kristi Knight, as she gives a sneak peek into her upcoming Loyalty360 webinar on June 23, 2015 at 1 p.m. (ET). During the webinar, Kristi will share insights and advice on how to close the gaps between customer experience theory and execution across every level of your organization.
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.
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.
Retailers that listen to—and act on—the Voice of the Customer (VoC) can expect a marked improvement in overall customer satisfaction. This isn’t theory. It’s fact. In our latest trendagram, created in partnership with Retail Info Systems News (RIS), we provide you with some hard numbers, so you can see for yourself.
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 […]
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.