InMoment XI

DECEMBER 7, 2022

In our recent blog , we discussed how you can improve your customer experience (CX) strategy in five simple steps. Customer experience often relates to the long-term relationship between customers and the companies they do business with. It reflects the summary of experiences at different points along the customer journey—such as considering doing business with a brand, making a purchase and becoming a customer, receiving additional services, having issues resolved, etc—and includes multiple cha

Analysis 493

Analysis Customer Experience Call Center Experience Call Center 493

InMoment XI

DECEMBER 6, 2022

Earlier this year, InMoment hosted an XI Forum with two incredible speakers—both of whom run experience programs for franchisees. Steve Grossrieder, CEO of JAX Tyres & Auto, and Jess Gill, Chief Customer Officer for Craveable Brands, know exactly what it takes to keep franchisees inspired, and make sure experience programs stick across the organization. .

Chief Customer Officer 491

Chief Customer Officer Brands NPS Customer Centricity 491

InMoment XI

NOVEMBER 8, 2022

If you are an organization with thousands of customers, surveying your entire customer base can seem like a daunting task. The likelihood of all of your customers (whether they number in the thousands or in the hundreds) answering a survey is slim to none. But, customer feedback is critical to driving Experience Improvement and growing your CX program.

Survey 52

Survey Loyalty Groups Retail 52

InMoment XI

OCTOBER 12, 2022

A lot of folks believe that voice of customer (VoC) programs and market research mean the same thing—but they’re actually quite different! In fact, each discipline differs in purpose, design, analysis and outcomes. However, even though they’re different, it’s important to point out that one isn’t necessarily better than the other—and brands need both if they want their customer experience (CX) programs to reach their potential.

Voice of Customer 295

Voice of Customer Marketing Social Media Feedback 295

InMoment XI

OCTOBER 12, 2022

With so much riding on each interaction with your brand, you can’t afford to leave a negative customer experience unresolved. Research shows that it takes about 12 positive experiences to make up for one unresolved negative experience. In fact, a study by Lee Resources reveals that 91% of unhappy customers won’t return to your brand at all. That’s where a closed-loop system comes in!

System 493

System Chatbots Fashion Study 493

InMoment XI

OCTOBER 10, 2022

All types of businesses leverage customer surveys , and they’re as important for small, growing businesses as they are for established corporations. When you’re creating a customer survey, whether it’s for the first time, or something you do each year, it’s helpful to understand what to expect. What is a good survey response rate? What are best practices for customer surveys?

Net Promoter Score 490

Net Promoter Score Survey NPS B2C 490

InMoment XI

AUGUST 2, 2022

If you were trying to convince your family to go on a weekend trip, you likely wouldn’t use the same tactics for every family member. Your retired parents may be persuaded by the luxurious rooms at the hotel, but your brother and his spouse probably care more about the activities they could do with their kids. Your college student sibling would likely love the break from school, but they’re more concerned with affordability compared to the rest of the family.

Advertising 295

Advertising Transportation Groups Analytics 295

InMoment XI

JULY 11, 2022

When gathering accurate and useful data, how the data is collected is just as important as the results it yields. Reliable insights are discovered when the questions are fair, unbiased, and relevant to the participants. This is why the design of the survey can ultimately determine the survey’s success. What Is Survey Design? Survey design is the detailed process of creating surveys that optimize the potential results that can be collected from a well-made questionnaire.

Survey 493

Survey Exercises Data Measurement 493

InMoment XI

APRIL 26, 2022

Surveys are a way to compile data from a group of people, but they can be more than that. Surveys are also direct insight into your customers and information about how they feel about your company, products, and services. How did your customers perceive your most recent product launch? How do they feel about your company’s social media presence? Surveys are a direct line to find out and glean valuable information about your customers and your company. .

Survey 260

Survey Customer Experience Fashion Groups 260

InMoment XI

MARCH 10, 2022

It’s no joke to say that we live in uncertain times. We’re hopefully turning the page on a pandemic, but steep inflation and unrest both at home and abroad are making many customers nervous about what’s around the corner. Unfortunately, this attitude and the events precipitating it have a big impact on customer experience (CX), which means that CX professionals like you face the daunting task of keeping your CX program effective in the face of multiple challenges.

How To 493

How To Social Media Survey Data 493

InMoment XI

MARCH 6, 2022

International Women’s Day 2022 is here! To mark the day, we asked some of our women in customer experience (CX) for the best career advice they’d like to share with our readers. Hopefully these ideas will help you take your career to the next level. We asked our female CX leaders, “What advice do you have for female professionals starting their career in customer experience?

Tips 295

Tips Customer Experience Culture Strategy 295

InMoment XI

FEBRUARY 24, 2022

Oftentimes, the c-suite and the customer experience (CX) or customer success team live on the same planet, but almost in separate countries—they simply speak different languages. The former is interested in counting dollars and profitability and the latter with measuring metrics. So how should a CX practitioner go about bridging that gap in communication?

Tips 493

Tips ROI Metrics Touchpoint 493

InMoment XI

JANUARY 27, 2022

It’s no secret that the Head Of Operations and the Head Of Customer Experience often have differing priorities. This happens because each party, due to their experience, sees the business through a different lens. In fact, COVID-19 has further encouraged most businesses to prioritise a more operational lens, decreasing their focus on the customer experience.

Airlines 529

Airlines Customer Experience Policies Financial 529

InMoment XI

JANUARY 4, 2022

We’ve all been there. You’re shopping for something online and you start to compare options on different websites. You’re excited to explore a particular item, but as soon as you click into the brand’s website, a little window pops up asking you what you think of the website experience. “What experience?” you think. “I barely just entered the page!”.

Feedback 598

Feedback Customer Experience How To Survey 598

InMoment XI

DECEMBER 9, 2021

You might have seen Apple’s latest privacy announcement , which gives users even more power to control which apps and websites are able to collect their personal information. Apple announced it is cracking down, protecting data from third parties, checking up on app privacy, and enhancing internet privacy. For instance, a new feature in the Mail app, Mail Privacy Protection, stops senders from using invisible pixels to collect information about the user.

Survey 493

Survey Tips Trends Feedback 493

InMoment XI

OCTOBER 28, 2021

In my last post, we discussed the difference between interactions, engagement, and customer experience. Now, I’d like to dive deeper into customer experience and the role everyone in your organization plays in delivering that experience. You heard me right: not one department owns the customer experience—it’s every department! I often talk about customer experience lying at the intersection of communications, operations, technology, and employees.

CRM 493

CRM Airlines Government ROI 493

InMoment XI

OCTOBER 26, 2021

Getting your C-suite onboard with customer experience (CX) programs can be a real challenge. If you’re reading this, chances are it’s the same story at your organization! While there’s no silver bullet for getting boardroom approval on more CX resources or program renewals, we’re going to break down three elements that can help warm the execs to your Experience Improvement (XI) initiatives.

Report 490

Report Connections Brands Resources 490

InMoment XI

APRIL 16, 2020

In normal times, most companies recognize that delivering an outstanding customer experience is a major factor in both customer retention and overall company success. During a crisis understanding the customer experience can become downright critical. In this article we will look in depth at customer experience problems and solutions through two stories, in order to.

Innovation 487

Innovation Customer Retention Customer Experience Company 487

InMoment XI

APRIL 16, 2020

Delivering a New Vehicle is Special. Make it Memorable! The delivery is an important moment of truth that solidifies the customer’s feelings about their vehicle purchase. It significantly impacts their comprehension of features and benefits, the overall enjoyment they will experience, and how they ultimately value working together with you and your dealership.

Automotive 260

Automotive Customers 260

InMoment XI

MARCH 13, 2020

This article was originally published by Inmoment. Putting Customers and Businesses at Ease We’re getting lots of emails these days from airlines, restaurants, schools, and grocery stores—and they’re not survey invitations! Rather, these messages are about what these organizations are doing to prevent the spread of the coronavirus (and how they can attempt to put.

Airlines 417

Airlines Customer Experience Survey Customers 417

InMoment XI

MARCH 12, 2020

The Role of Artificial Intelligence in Customer Experiences It’s 2020, and most will admit we aren’t where some scientists and experts thought we would be when it comes to flying cars, teleportation, time travel, and other futuristic concepts. But the technology and computer capabilities we have today are light-years ahead of where we were even. View Article.

Innovation 378

Innovation Customer Experience Travel Customers 378

InMoment XI

FEBRUARY 13, 2013

I love chocolate, especially a good dark chocolate. I don’t even feel guilty because dark chocolate is supposed to have health benefits. Researchers tell us that it’s supposed to lower bad cholesterol and increase good cholesterol. It is also full of antioxidants and contains phenylethylamine (PEA), the same chemical your brain creates when you feel.

200

200

InMoment XI

FEBRUARY 13, 2020

In many important ways, healthcare organizations and consumer businesses are fundamentally different. And yet, there is no question that today’s patients bring a distinctly consumer mindset to their healthcare experiences. That means patients are better informed about their healthcare choices. They have easier access to information and reviews about providers and facilities.

Healthcare 260

Healthcare Customer Experience Consumers Customers 260

InMoment XI

JANUARY 21, 2020

Maximize the Effectiveness of Your Dashboards Fighting for the attention of our colleagues and executives is hard, let alone, having the ability to inspire them to think differently or make necessary changes is even harder. As experience management practitioners you need to find ways to connect emotionally, and an important part of your role is. View Article.

Connections 260

Connections Management 260

InMoment XI

JANUARY 7, 2020

Introducing the second CX Café Customer and Employee Experience Podcast: CEO of MaritzCX, Mike Sinoway, talks about innovations that are emerging in the customer experience industry. Hear about how things are evolving, and learn how to properly utilize certain technologies to receive a positive response from your customers.

Industry 260

Industry Customer Experience Employee Experience Innovation 260

InMoment XI

NOVEMBER 28, 2019

November is an exciting month for consumers and businesses alike. Thanksgiving Day, Black Friday, and Small Business Saturday kick off the holiday season with a bang, creating a crucial moment for great customer experiences to shine. Thanksgiving week is a big opportunity for companies to show their appreciation and gratitude to their customers and employees, View Article.

Consumers 260

Consumers Customers Customer Experience Company 260

InMoment XI

OCTOBER 2, 2019

This article about MaritzCX was originally published by hrdaily.com.au Shortening the Time to Respond to Feedback Despite an already high engagement score, a national employer has overhauled its engagement survey process to shorten the time it takes between receiving and responding to feedback. In effort to connect and compare employee engagement data with data on.

Feedback 200

Feedback Survey Effort Score Employee Engagement 200

InMoment XI

SEPTEMBER 4, 2019

Creating Elite Experiences for Today’s Modern Patients In just a few short years, technology and business innovations have fundamentally changed how people interact with—and what they expect from—the services and organizations they depend on. Today, the unavoidable fact is that people make decisions and invest their loyalty based mainly on experiences, not necessarily the nuances.

Consumers 320

Consumers Innovation Loyalty Interaction 320

InMoment XI

JULY 31, 2019

MaritzCX leverages decades of experience to determine the most appropriate segmenting method to uncover the most effective solution that will benefit you and your customers. Organizations spend considerable resources to define and execute the right business strategies to generate revenue and high returns on their investments. A crucial first step to sustaining growth is to.

Strategy 200

Strategy Resources Customer Experience Customers 200

InMoment XI

JUNE 5, 2019

In today’s industry, there’s a constant demand for corporations to deliver a positive ROI (Return of Investment) from their business initiatives. There are many challenges when it comes to investing money into solutions, and it can be difficult to determine where efforts would be best met. Sometimes, just the very thought of taking a risk.

ROI 200

ROI Analysis Connections Industry 200

InMoment XI

MARCH 27, 2019

Service BDC 2.0 “Catching the call” is the primary objective for service BDCs. It’s the main reason they are launched and first and foremost in the minds of service managers and GMs. That’s still valid. But there’s a number two priority that will be just as important for the future, in fact, it already is. View Article.

Retail 200

Retail Customers Management Automotive 200

InMoment XI

JANUARY 22, 2019

This is the second part of a three-part blog series. In this blog series, I’m focusing on the three questions I’ve been asked the most over my 20 years in various research consulting roles at MaritzCX. Last month I answered the question: “How do I increase response rates? Should I shorten my survey?” You can. View Article.

Consulting 200

Consulting Survey Automotive 200

InMoment XI

NOVEMBER 27, 2018

T’was the month before Christmas and all through the house, all the creatures were clicking…ordering gifts via Amazon.com! Our household enjoys the convenience of “window-shopping” and making purchases from the comfort of our laptop (not fighting crowds or wasting gas). We happily anticipate hearing the doorbell ring knowing our perfectly chosen items have just been delivered. .

Retail 200

Retail 200

InMoment XI

NOVEMBER 5, 2018

Best Practices Create Business Results Customer Experience Manager at Indiana Farmers Insurance, Jennifer Rulon, talks about how customers became core to their business through cultivation of their CX program with platform use and market research analysis. Hear how Indiana Farmers Insurance has responded directly to feedback in real time, grown their net promoter score.

Insurance 200

Insurance Net Promoter Score Analysis Customer Experience Management 200

InMoment XI

NOVEMBER 7, 2018

Lehi, Utah—Nov. 4, 2018—The Salt Lake Tribune named MaritzCX, Utah’s customer experience company for big business, a 2018 Top Workplace. Only 85 Utah companies earned Top Workplace recognition this year. “Because our business is customer experience measurement and improvement for the world’s largest companies, we know our staff has extremely high expectations for their personal work environment,”.

Measurement 100

Measurement Customer Experience Company Customers 100

InMoment XI

SEPTEMBER 18, 2018

What are you After? Brand equity is one of the most sought after and yet hardest to define concepts in the CX and marketing research world. Even when they have come to grips with defining it, most offerings designed to get at brand equity merely scratch the surface of what’s going on with a firm’s. View Article.

Brands 140

Brands Marketing 140

InMoment XI

AUGUST 23, 2018

You’ll never see a dealership Google image that isn’t like the one above—a smiling couple, seemingly happy with their experience of buying a vehicle. But are car buyers really that happy with the sales experience they receive, or happy to have it behind them? Are they still smiling with the dealership experience after the initial. View Article.

Retail 182

Retail Loyalty Sales Automotive 182