InMoment XI

MAY 14, 2022

What do the shoes you wear, the coffee you drink, and the car you drive say about you? In what ways do your favorite brands help create your personal brand? How do they contribute to fulfilling your individual needs? And how do your shopping dollars help craft—and confirm—your personal identity? Over the past few decades, InMoment has collected and analyzed feedback from billions of customer experiences.

Brands 493

Brands Customer Experience Loyalty Customer Journeys 493

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 Customer Experience Social Media Survey 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?

Customer Experience 295

Customer Experience Tips Customers Customer Experience Management 295

InMoment XI

MARCH 4, 2022

One tool is practically synonymous with the customer experience (CX) industry: surveys. Since the inception of the industry, targeted surveys have been seen as a foundational listening and research tool that leverages strategic questions to collect data from a specific group of customers. Sending out a targeted survey is the first step to improving customer experiences, employee experiences, and even the bottom line.

Customer Experience 556

Customer Experience Survey Customers Touchpoint 556

InMoment XI

FEBRUARY 22, 2022

When it comes to experience programs, text analytics software has been revolutionising data interpretation since the capability arrived on the scene. I’m Siobhan May Jones, one of InMoment’s Customer Success Directors, and over my career, I’ve seen this transition up close. One of my first jobs whilst studying at university was manually coding thousands of verbatims about pet food.

Analytics 493

Analytics Software Tips Customer Experience 493

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!”.

Customer Experience 598

Customer Experience Feedback Customers How To 598

InMoment XI

DECEMBER 27, 2021

In the world of experience (especially when we’re talking about digital customer experience), we’re constantly making predictions or hypotheses about what the customer is expecting from their experience. And whether we’re making a change to the website, opening a new store, or debuting a new product, that prediction will either be right or wrong. When we’re wrong, or surprised, it can be easy to feel like we have failed.

Customer Experience 529

Customer Experience Customers Exercises Customer Expectations 529

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 Feedback Customers 493

InMoment XI

OCTOBER 14, 2021

There are a lot of elements to building a successful customer experience (CX) or employee experience (EX) program, but one of the most fundamental is employee and customer journey mapping. Journey mapping allows organizations to better understand the interactions and relationships that various audiences share with you, which allows you to create Experience Improvement (XI).

Customer Journeys 485

Customer Journeys Customers Customer Experience Touchpoint 485

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.

Customer Retention 487

Customer Retention Innovation Customer Experience Customers 487

InMoment XI

MARCH 26, 2020

The Importance of Listening Imagine a scenario where you just met a new CX colleague for the first time at a conference or other similar professional networking event. The two of you introduce yourselves to one another after which the person you just met launches into a personal story around something personally interesting to them. View Article.

Conference 295

Conference 295

InMoment XI

FEBRUARY 25, 2020

A Guide to a Better Employee Experience The Importance of Developing a Culture of Well-being While walking around your office you may have overheard the phrase, “People are your company’s most valuable assets.” Maybe you’ve heard that employees are the ones who determine how successful a business can become. To little surprise, these statements are.

Culture 52

Culture Company Employee Experience 52

InMoment XI

NOVEMBER 26, 2019

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 of products or services.

Consumers 260

Consumers Loyalty Interaction Innovation 260

InMoment XI

NOVEMBER 12, 2019

Far too many dealership leaders are in denial that staff diversity is a critical strategy! They honestly believe that diversity ranks far below other “transactional” benchmarks…and they have a strong belief (an acceptance that something is true) that their mostly male front line already does a great job communicating equally with both men and women.

Communication 40

Communication Strategy Automotive 40

InMoment XI

OCTOBER 17, 2019

A growing concept in popularity these days, is that many organizations make the claim of being customer-centric. That essentially means they are claiming to have transformed a business from one that previously focused primarily on products and services, to one that now values customers and customer experience above all else. Without a lot of strategic.

Customer Centricity 249

Customer Centricity Customer Experience Customers 249

InMoment XI

SEPTEMBER 26, 2019

EXPERIENCE FORUM 2019 NYC Whether your focus is customer, employee, or patient experience, join us for this action-packed event. This one-day free event is hosted in New York, designed to deliver best practices, inspiring idea exchanges, case studies, and expertise from top thought leaders and practitioners of experience management programs. You don’t want to miss!

Management 367

Management Case Study Customer Experience Study 367

InMoment XI

AUGUST 26, 2019

Australia Post’s Parcel Delivery Experience Transformation Team (PDET) raised NPS by 27% and Saved $1.7m in Cost Savings A key initiative of Australia Post’s Parcel Delivery Experience Transformation Team (PDET) is the “Text Your Choice” program, which allows customers ease in choosing their preferred method of parcel delivery. Text Your Choice has significantly raised NPS.

NPS 200

NPS Customer Experience Customers 200

InMoment XI

JULY 24, 2019

MaritzCX is the first and only CX platform company that’s been CMS-certified to offer Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS®) surveys. Identifying the need for an all-inclusive, customizable patient experience survey and reporting framework, we developed the MaritzCX Patient Experience Platform, the healthcare industry’s first CX-based patient experience platform.

Healthcare 75

Healthcare Hospitality Survey Consumers 75

InMoment XI

APRIL 24, 2019

Most customers want to tell their service providers about their experiences and relatively few customers take the trouble to contact a company proactively, leaving surveys as one of the primary ways of expressing feedback. However, with good intentions companies have taken advantage of the survey process and forced customers to endure long, boring questionnaires designed.

Customer Centricity 200

Customer Centricity Customers Engagement Customer Experience 200

InMoment XI

FEBRUARY 21, 2019

Addressing Client Retention Roadblocks I discovered a surprising truth after three years as Customer Retention Manager for a large volume dealer in Houston. There is a hidden enemy that must be addressed before any customer retention initiatives can be achieved. It is the no. 1 enemy of client retention, and yet most practitioners recognize it, View Article.

Customer Retention 40

Customer Retention Customers Management Automotive 40

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 2, 2018

MaritzCX clients often ask us “why are our scores on the same question different between these two studies?” We commonly find that mode effects explain the differences, however there are other aspects of research that may be at play, two of which we discuss below: Relationship vs. Transactional Relationship studies are conducted periodically to explore.

Study 200

Study 200

InMoment XI

MARCH 20, 2015

Let me begin with an obvious observation about customer experience excellence: Customer Journey Mapping is all the rage, it seems. Everyone is developing a journey map of customer relationships, not only the “cool kids” who pioneered this practice years ago. Even “Stalwarts” are proudly displaying their maps in their offices and sharing them amongst their.

Customer Journeys 200

Customer Journeys Customers Customer relationships Customer Experience 200

InMoment XI

APRIL 15, 2015

Anyone who has spent any time around an automotive manufacturer will know that Apple is held up as an example of something, perhaps, that we should be doing. But what is Apple doing and how can it be applied? At the recent Next Generation CX Conference in San Diego, Tiger Cosmos from Ford shared some. View Article.

Automotive 200

Automotive Video Industry Conference 200

InMoment XI

APRIL 30, 2015

If you’ve been following the CX Café blog, you’ll know that we did a series a little while back on EchoPark, which is Sonic Automotive’s foray into re-designing the customer experience. My colleague Michael Allenson is working closely with Marti Eulberg, a director at Sonic, at the EchoPark pilot location outside Denver. Michael visited the. View Article.

Video 200

Video Customer Experience Customers Automotive 200

InMoment XI

MAY 6, 2015

Selfies. Smartphones. Entitlement. Millennials get a bad rap. Admittedly, we approach the world very differently than our Baby Boomer parents and co-workers. But stereotype slinging isn’t going to help your company connect with this prime market. We at the CX Café have started this blog series, “Ask A Millennial” in hopes of offering your business.

Connections 200

Connections Marketing Company 200

InMoment XI

MAY 13, 2015

We get asked a lot when designing global CX programs “Do you use exactly the same questionnaire around the world or can we vary it up a little bit? What’s the best way to do this?” I had a chance to sit down with Paul Herdman, MaritzCX’s global automotive design expert, and asked him that. View Article.

Automotive 200

Automotive Video 200

InMoment XI

MAY 18, 2015

Over the last five years or so, the increasing prevalence of personal technology devices has brought IT consumerization directly into contact with corporate IT departments. Many consumer products and applications (think smartphones, tablets, Dropbox, Google docs, etc.) enabled knowledge workers to be more productive at work than they were with corporate provided tools.

Consumers 200

Consumers Tools Technology B2B 200

InMoment XI

MAY 27, 2015

Today we finish up our series on globalization and what it means for your CX program. (See parts one, two, and three.) My colleague, Paul Herdman, sketches out some key summary considerations for actually making a global program work. Among other concerns, CX professionals creating a global program have to address the issue of standardizing the company’s.

Government 200

Government Video Company Automotive 200

InMoment XI

MAY 27, 2015

You would tend to think that once someone has more than $100,000 saved, he or she would stop needing to worry as much about money. But that is not necessarily the case. In December 2014, MaritzCX interviewed over 1000 affluent investors ($100,000+ in assets outside of their home or 401k). A supplement of 300 individuals. View Article.

Financial 200

Financial 200

InMoment XI

JUNE 3, 2015

I have a really good friend who frequently jokes that his kids are his retirement plan. He is counting on them doing well in school and getting good jobs so they can take care of him when he retires, because he is not doing a good job of saving. Not only will he rely on. View Article.

Financial 200

Financial 200

InMoment XI

JUNE 17, 2015

When MaritzCX was formed from the merger of Allegiance Software and Maritz Research, it aimed to provide two things: (1) personalized data for each client company, and (2) general market research to help the companies understand the market context of the data they collected. The research expertise of Maritz Research brings credibility and value to. View Article.

Software 200

Software Data Marketing Company 200

InMoment XI

JUNE 17, 2015

We sat down with customer experience executives from three different industries to discuss how they align their companies to foster a culture of customer centricity, from the frontline to the C-Suite. Joyce Clark Sarnacki of Bangor Savings Bank said that her organization has seen success through the establishment of “Customer Experience Champions” in each branch and department.

Customer Centricity 200

Customer Centricity Customers Company Engagement 200

InMoment XI

JUNE 22, 2015

I’ve had the privilege of writing fairly regularly on the subject of customer experience strategy. We’ve explored tools and process up until now, looking at tactics and methods for customer delight.

Customer Experience 200

Customer Experience Strategy Tools Customers 200

InMoment XI

JUNE 24, 2015

This post comes from chapter 8 of MaritzCX’s new book, Customer Experience is Your Business. Download the free ebook here. When I was growing up, a 50-cent, bottomless cup of coffee was the norm. People would have laughed at the thought of a five-dollar cup of joe, and yet how many of us drive out of.

Customer Experience 200

Customer Experience Customers eBook 200

InMoment XI

JULY 1, 2015

Of what do you think when you hear the phrase ‘customer experience’? Most immediately presume a reference to the interaction a customer has when they engage a vendor or brand. While that’s certainly not incorrect, it’s a very limited view when considering the multi-dimensional aspect of a customer experience software with a cloud-based vendor. In.

Customer Experience 200

Customer Experience Customers Interaction Software 200

InMoment XI

JULY 7, 2015

Mountain America Credit Union Wins 2015 Customer Experience Excellence Award Experts at Gartner, the world’s leading information technology research and advisory company, and 1to1 Media, a customer strategy media company, have named Mountain America Credit Union the winner of the Innovation in Customer Insight category at the 2015 Customer Experience Excellence Awards.

Customer Insights 200

Customer Insights Customer Experience Innovation Customers 200