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5 Simple Steps Retailers Can Take to Build Stronger Relationships with Customers

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Customer loyalty has become more elusive in the past few years. As customers seem to shop solely based on the best deal, it can be difficult to build customer loyalty in retail, which leaves many brands wondering if customer loyalty is even worth the effort.

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Interviews Aren’t Dead: How B2B Companies Can Learn More from Their Buyers

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B2B purchasing decisions are complex. They’re financial. They’re political. But more than anything—they’re unpredictable. While B2B firms have more systems in place than ever to predict sales outcomes, they’re still blindsided when prospects choose another vendor. But it doesn’t have to be that way!

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3 Reasons Human Expertise is Essential to Experience Improvement

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A lot of companies and organizations have gotten a very specific idea of how experience programs and human expertise work into their collective minds these last 20 or so years. The impression is this: experience programs are fully autonomous solutions that can pretty much be set and forget.

11 Articles You Need to Read About Today’s Employee and EX Landscape

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In the midst of the fallout of a global pandemic and the Great Resignation, the employee experience (EX) is an incredibly hot topic. With such a complex EX landscape, what do brands need to do to retain their employees, inspire their commitment and advocacy, and attract new talent?

How to Supercharge Your Customer Feedback Strategies with Messaging

When customers communicate with companies, they choose the channel for quickest response, even if it’s not their preferred channel. Read about this disconnect, the preference for human-assisted channels, and how messaging improves customer experience.

3 CX Goals that Create Experience Improvement, Not Just More Data

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It’s a commonly held belief among many brands—and the customer experience (CX) vendors that partner with them—that all it takes to solve your business challenges and meet CX goals is to turn on as many listening posts as possible.

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Quality, Not Quantity: Strategic Customer Listening for Experience Improvement

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For many years now, conventional wisdom has held that the best way to listen to as many customers as possible is to turn every customer listening post within your customer experience (CX) program on and simply capture all insights that come your way.

3 Ways Market Research Supercharges Experience Programs

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Market research is seen by a lot of companies and organizations as a nice-to-have. The reality, though, is that it’s a necessity.

3 Things You Can Do Right Now to Create More Inclusive Employee & Customer Experiences

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Diversity and inclusion initiatives have become front and center for many organizations in recent years.

2022 EX Trends: The Top 2 Things Employees Must Have in Their Next Job

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Even if you don’t work in the HR space, you’ve probably seen the term “The Great Resignation” cross your news feed at least once (or 100 times, more likely).

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The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.

Stress Awareness Month: 3 Ways Your Employees Can Combat Stress Year Round

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Did you know that April is designated as Stress Awareness Month? Merriam-Webster defines stress as “a physical, chemical, or emotional factor that causes bodily or mental tension and may be a factor in disease causation.”

The Importance of Employee Loyalty in the Workplace

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We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. Profit and growth are stimulated primarily by customer loyalty.

I Buy, Therefore I Am: The Psychology Behind Why We Choose Our Favorite Brands

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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?

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Understanding “The Great Resignation” and Brands’ Own Role in Creating It

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The news media has been rife this last year or so with stories of The Great Resignation—an unprecedented tidal wave of job market churn that has seen millions upon millions of employees quit their jobs.

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Should Loyalty Metrics Be Reassessed Post-Pandemic?

Two years later, CX pros wonder how the pandemic has changed customer expectations, and how their CX measurements should accommodate these changes. To find the answers we analyzed VOC data from a variety of industries. Download this eBook and learn what we discovered!

3 Challenges Utilities Brands Face When Aligning Strategy, Ops, and Services to CX Needs

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Customer experience (CX) leaders from utilities brands are facing unprecedented challenges in 2022. Increased government regulation and new market entrants with unique service-based offerings are creating a disruptive wave of change that traditional utilities need to respond to.

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Four Tips for Using Customer Data to Improve the E-Commerce Experience

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E-commerce is one of the fastest growing industries of this decade. Thanks to COVID, digital roadmaps across industries have quickly accelerated.

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Cultural Spotlight: What Women’s History Month Looks Like at InMoment

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The month of March is Women’s History Month, an opportunity for all of us to celebrate the contributions and lives of incredible women everywhere—past and present. It’s also an opportunity to share stories, learn from one another, and emphasize the importance of creating a gender equal world.

5 Things Brands Need to Know About the Gen Z Customer Experience (and Employee Experience)

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If we were to sum up what brands need to know about Gen Z customer experience preferences (and employee experience preferences) in a few words it would go something like this: they’re different. Revolutionary even.

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

How to Maintain Your CX Program’s Effectiveness in Uncertain Times

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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.

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How Targeted Surveys Help Improve Your Customer Experience (CX)

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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.

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How InMoment Assists with Regulatory Compliance

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The challenges involved in regulatory compliance vary greatly between industries, countries, and companies. But many compliance tools lack flexibility or are missing key technologies for parsing complex structures in legal, medical and financial documents. That’s where InMoment comes in.

5 Ways to Ensure Employees Uphold Your Brand’s Values

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When a business is in its nascent stage, everyone feels like an owner. Each employee—from the leadership to the frontline—has a personal stake and interest in building success through differentiated offerings and positive customer experiences , all while upholding the brand’s values.

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How to Make Every Survey a Top Customer Experience!

We’ve all had surveys that we’d rather forget, but surveys are a critical element of your overall customer experience. Download this eBook and get the four key elements of a brand-building survey program. Use these tenets to help your surveys deepen your customer’s relationship with your brand.

Three Elements that Create and Sustain Employee Engagement

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Employee engagement has become a hotter topic than ever in the age of The Great Resignation. Millions of employees are quitting their jobs and heading elsewhere, leaving countless organizations scrambling to retain their remaining talent and/or evaluate why their workforce is in such flux.

Digital Intercept: How to Collect Customer Feedback Without Ruining the Experience

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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.

How 3 CX Trends Compare from North America to Asia-Pacific in 2022

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Earlier this year, we released a customer experience (CX) (and employee experience) trends report for both the North America and Asia-Pacific (APAC) regions. These new CX trends were based on indirect and inferred data, as well as surveys across several industries.

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Experience Improvement 101: What You Need to Know About InMoment’s Mission

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Just discovered InMoment? Curious to know a little more about us and our differentiated Experience Improvement (XI)? Well allow us to introduce ourselves! Own the Moments That Matter. At InMoment, we have this saying: “Own the Moments That Matter.”

Should Loyalty Metrics be Reassessed Post-Pandemic? And What About NPS?

How has the pandemic changed customer expectations and CX strategies? From several verticals and a wealth of VOC data, we share key insights and examine if NPS has the same predictive power. See how you should adjust your metrics!

The Cost of Deprioritising Customer Experience During Tough Times

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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.

Improve the Customer Journey

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If your products or services aren’t performing well, it might not be because of the product itself. Instead, there could be a problem with the customer journey.

When CX Value Is Hard to Find: 3 Truths You Need to Hear if Your CX Program Isn’t Moving the Needle

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Here’s a difficult truth you may be facing: “my customer experience (CX) program is just not moving the needle.” Whether it’s an inability to prove CX value or a lack of recognition for your improvement efforts, it’s a scary realization to have.

Optimizing Employee Insights from Structured and Unstructured Data

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Power from the People.

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How to Design Your VOC Program for CX Success

What kind of reaction do you notice when “voice of the customer” is mentioned at your company? Chances are it conjures up some mix of frustration, anxiety, disappointment, confusion, or avoidance. That’s because today, most companies fail to get a real payoff from their voice of the customer (VOC) investment. Your VOC program needs to be carefully designed; this eBook will guide you with the 4 dimensions for true success. Download the eBook today!

Digital Customer Experience: The Value of “Slamming” Your Assumptions

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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.