Brand Values Culture Employee Engagement Feedback 
InMoment XI
NOVEMBER 30, 2023
These tools are essential for understanding how your customers are talking about your brand. Engage with Your Audience: Build strong relationships with your audience through active engagement. Respond to customer feedback, both positive and negative, to show transparency and dedication to customer satisfaction.
Experience Matters
APRIL 3, 2015
I often say that the customer experience your organization delivers is a reflection of your culture and operating processes. To consistently differentiate your customer experience, you need to transform your culture. “Culture eats strategy for lunch” – Peter Drucker. Leaders Can Make or Break Culture Change.
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Second to None
APRIL 26, 2018
Some important aspects to measure are exactly how long it took to complete a specified service request, how many associates are visible when the evaluator enters your store, the ability and accuracy of an employee’s response to consumer questions and their overall perception of the politeness of your associates.
Experience Matters
JUNE 4, 2015
Because the company’s issues have to do more with it’s culture than with the number of people that it employs. Unless the company develops a more customer-centric culture, then adding people will at best only create superficial improvements. Where’s a good place for Comcast execs to start?
GetFeedback
MAY 9, 2019
Two customers can view the same experience in completely different ways due to many factors that influence their interpretation of events — their upbringing, cultural background, motivations, and much more. Employee engagement : Employees have to be fluent in the company’s CX goal and strategy.
Experience Matters
JANUARY 6, 2015
We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs. As Peter Drucker once said, “Culture eats strategy for lunch.” But it’s critical.
delighted
MARCH 29, 2019
It’s a handshake and a request for feedback in your effort to continually improve your products and services, both on the front lines and behind the scenes. Getting feedback on your product. Determining employee or customer satisfaction for retention. Testing branding decisions. Improving the sales or support experience.
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