InMoment XI

JUNE 8, 2023

InMoment® assists alphabroder in improving the employee experience (EX) to ultimately improve customer experiences (CX) by establishing an action-based employee experience improvement program that focuses on communication, development, and acknowledgement. alphabroder, an industry leader in the promotional products space, provides apparel and additional goods to promotional product distributors, athletic team dealers, and screen printers and employs thousands of associates throughout multiple fa

Apparel 496

Apparel Employee Experience NPS Feedback 496

InMoment XI

APRIL 18, 2023

Mary Anne Ghobrial is the director of Australia’s largest customer experience event— The Customer Show. Because she speaks to thousands of client-side professionals and many vendors, she gets an insider view of how the entire industry is structured, giving her a unique perspective on the CX market. InMoment’s Simon Benns sat down with her on the recent XI Cafe Podcast to chat with Mary Anne about what you can expect to see at The Customer Show this year, as well as getting Mary Anne’s insi

ROI 260

ROI 2023 Events Insurance 260

InMoment XI

DECEMBER 15, 2022

Digital experience trends are the new road maps of modern day business. Are you still using a paper map to direct you when you’re driving to work? Of course not, you’re using your smartphone that tells you where you are, when to turn, and if there is an accident up ahead. Think of digital experience trends being the new maps application in your business.

Social Media 529

Social Media Metrics Customer Journey 2019 529

InMoment XI

NOVEMBER 15, 2022

A CSAT score is a commonly used customer experience (CX) metric that helps a company build a relationship of trust and understanding with its customers. A successful organization knows that a key element of success is a loyal foundation built within its customer base. On paper, it may seem simple, but in reality, many companies struggle with building a customer-centric foundation within loyal customer relationships.

Net Promoter Score 260

Net Promoter Score Effort Score Customer Satisfaction NPS 260

InMoment XI

OCTOBER 20, 2022

After nine EMEA customer experience experts, 200+ delegates, eight workshops, and hours of fun and networking at the colourful evening reception, it’s safe to say the XI Forum Europe was a success! We heard from award-winning CX speakers from some of Europe’s biggest brands—TRUMPF, ASOS, Brakes, Primark, Solus, BD Medical, NatWest and Euro Car Parts, as well as thought-provoking keynotes from InMoment Global Leader, CMO Kristi Knight, and Stan Swinford, CEO and Founder of NPSx by Bain & Comp

Customer Experience 529

Customer Experience Culture Workshop Omnichannel 529

InMoment XI

SEPTEMBER 29, 2022

Collecting data with no way to use it is like learning to drive without a car; it just doesn’t make sense. For retail banks, and most organizations, collecting data is only half the battle in the world of customer experience. Whether it be transactional surveys , online reviews , or a market research report about your customers, the data you collect needs to not just be analyzed, it needs to serve as a road map of future business decisions.

Banking 493

Banking Retail White Paper Omnichannel 493

InMoment XI

SEPTEMBER 22, 2022

Of all the unicorns that brands and organizations chase with their customer experience (CX) programs, higher survey response rates are one of the best-known… and sometimes the most elusive. This is especially true right now, when survey response rates are declining due to a litany of new and unprecedented causes. Today, we’re going to go through those causes, how their impact goes far beyond surveys, and what brands like yours can do to respond to this continuous drop in numbers.

Social Media 493

Social Media Document Brands Feedback 493

InMoment XI

AUGUST 11, 2022

When you want to get information from customers, it might seem nice to be able to ask every single customer. To make that happen, you would need every customer to agree to be surveyed, and it would take an extreme amount of time, effort, and money to then ask every customer your survey questions. Even then, you would have an inordinate amount of data to sift through.

Airlines 260

Airlines Consumers Insights Definition 260

InMoment XI

AUGUST 3, 2022

This article probably isn’t the first place you’ve seen the terms “Great Resignation”, “Great Reshuffle” or “Big Quit” on the internet, and from the looks of things, the battle to retail talent won’t settle anytime soon. The causes and effects of employee churn are complicated, but the bottom line for brands and organizations the world over is simple: employee expectations have changed, and workplace cultures’ view of the employee experience must change as well.

Employee Experience 557

Employee Experience Brands Roadmap 2021 557

InMoment XI

JULY 18, 2022

In our last blog about creating an excellent food service customer experience (CX), we talked about how vital customer reviews are to growing your business (and how your customer experience plays a pivotal role in making sure your reviews are positive). . It’s clear the customer experience is vital for any food services business, and in our decades of experience working with the world’s best brands, we’ve noticed a common challenge: food service customer experience data is often very siloed from

Feedback 492

Feedback Culture Customers Customer Experience 492

InMoment XI

JUNE 22, 2022

Microsurveys are the key to gaining the customer feedback you need to power your CX program, and many of these surveys are sent via email. The first step to receiving that survey feedback is getting your customer to open your email. . When it comes to open rates, your email’s subject line is more important than you might think it is. Two helpful email stats drive this point home: 69% of recipients will look only at the subject line before flagging an email as spam. 47% of recipients decide to op

Net Promoter Score 260

Net Promoter Score NPS Reference Feedback 260

InMoment XI

MAY 3, 2022

Insurance brands have a unique set of challenges to overcome in order to find the valuable customer experience (CX) data they need to improve experiences. Insurance customers are buying into a long-term relationship, which means building brand trust is extremely important to keep customer retention rates high. And for insurance CX programs, customer data is a key source of information that can help insurance companies cultivate a growing trust with their consumers.

Insurance 493

Insurance Return on Investment Voice of Customer ROI 493

InMoment XI

APRIL 13, 2022

Customer experience (CX) metrics are a CX program’s bread and butter. NPS, CSAT , and CES have historically been the main tools every program utilizes to have a systematic way of establishing a voice of customer (VoC) source and leveraging those findings to improve customer experiences. But it’s not easy—a CX metric score alone can’t create transformation.

Metrics 260

Metrics NPS ROI Call Center 260

InMoment XI

MARCH 14, 2022

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.” This is fundamental to our mission, because those moments—packed full of emotions , judgements, learnings, and more—shape the world we live in.

Return on Investment 493

Return on Investment ROI Technology Metrics 493

InMoment XI

FEBRUARY 8, 2022

The term “ customer experience (CX) program ” refers to an immensely broad concept. But at the same time, a “customer experience program” encompasses countless daily actions and processes. How do you keep track of all your efforts? And what do you need to do to keep them going? That’s where a customer experience governance foundation comes in—and more specifically, where this governance checklist we put together for you becomes the most useful.

Government 324

Government White Paper Customer Experience Reference 324

InMoment XI

JANUARY 10, 2022

It’s popular to believe that COVID-19 created the unprecedented employee exodus we’ve all come to know as The Great Resignation. For months now, we’ve seen brands struggle to retain employees as millions of workers across virtually every sector of the economy and society leave their jobs, citing a similarly diverse range of reasons for leaving. These include, but are by no means limited to, insufficient pay, hazardous work environments, and having to put up with belligerent customers.

Engagement 493

Engagement Employee Experience Connections Brands 493

InMoment XI

NOVEMBER 23, 2021

Black Friday is right around the corner and you know what that means. Shopping, shopping, and more shopping! But not just any kind of shopping. This once a year occasion means customers are looking for the perfect gift for someone special—and the best deals they can find for the best and most luxurious products on the market. The thing is, any customer making a luxury purchase will have high expectations for not only the product, but the experience—whether it’s online or in store.Bridging that p

Retail 529

Retail Customer Journey Touchpoint Brands 529

InMoment XI

APRIL 2, 2020

Taking Care of Your Customers “After” This is the last of three blogs discussing an exceptional Service Experience. The first two looked at what happens Before and During the service. Today we’ll look at what happens After vehicle servicing is completed. As a quick reminder, an exceptional Service Experience cannot be understated. Not only do we want owners to return.

Automotive 400

Automotive Blog Article Customers 400

InMoment XI

MARCH 19, 2020

Taking Care of Your Customers “During” In our last blog, which you can view here, we talked about the Before stage of Automotive Service. Now we will be going over the second part of an Exceptional Service Experience which is, of course, During the Service itself. Welcome Customers the Moment They Arrive The During experience starts with.

Automotive 417

Automotive Blog Article Customers 417

InMoment XI

MARCH 17, 2020

This is the final post in a 3 part series. Read the first two parts: Part 1 | Part 2 How the Worst Team in Baseball History Innovated to Win the World Series 50 Years Ago A Nostalgic View of Baseball The 2020 baseball season will shortly be getting underway in the wake of some. View Article.

Innovation 346

Innovation 2020 Article 346

InMoment XI

MARCH 3, 2020

Taking Care of Your Customers “Before” Buying a new car or truck is magical. We work in the business so we can forget how special it is to our customers. And at best it only happens every three to five years, often much longer, so it is truly a special event. Servicing this same vehicle is often looked at in a different. View Article.

Automotive 457

Automotive Events Article Customers 457

InMoment XI

MARCH 5, 2020

Adapting and Evolving CX Strategies When new regulations shook up the finance industry, banking organisations were faced with a critical choice to adapt or be left behind. Instead of shying away from the challenge, Lloyds Banking Group used the new regulations as an opportunity for innovation and worked to evolve their CX Strategy. Laurent Christoph, LLoyds Banking Group’s Experience.

Banking 260

Banking Innovation Article Financial 260

InMoment XI

FEBRUARY 6, 2020

Preparing Your Employees For Success My daughter is getting ready to start her first job. She is fifteen and will be working in a sporting goods store. Overall, it is a good first job. She is sporty and knows the lingo, she’s hungry to start making her own money, and the store is owned by. View Article.

Sports 260

Sports Article 260

InMoment XI

DECEMBER 13, 2019

Holiday Tips for Spicing Up Those Surveys Coming up next Thursday, December 19th, join CX experts Mary Barnidge, David Ensing, and Dan Hickey as they spread holiday cheer by answering some of our clients’ most frequently asked questions about building and administering surveys. Get answers to these essential questions: How short should you make your.

Article 200

Article 200

InMoment XI

DECEMBER 13, 2019

AI Suite of Products to Derive More Value from Data, Improve Experience Management, and Bolster Business Growth MaritzCX, the leader in experience management for big business, releases a new suite of products that leverages artificial intelligence (AI) and is integrated within its software platform. The AI suite eases access to data sources, unlocks insights, and.

Article 52

Article Insights Management 52

InMoment XI

NOVEMBER 7, 2019

New Client Highlight: Subaru Canada Does a Thorough Evaluation of Their Experience Management Platform After a competitive internal review and third-party evaluation at Subaru, the MaritzCX Platform defeated four challenger solutions to become Subaru Canada’s experience management solution. And, it replaced the customer experience (CX) program Subaru Canada had used for more than a decade.

ROI 64

ROI Customer Experience Article Customers 64

InMoment XI

SEPTEMBER 10, 2019

Employee Experience and Patient Experience Go Hand-in-hand Let’s be clear: I love my job. Truly. In fact, I’m one of those people who truly enjoys going to work. Sickening? Perhaps. But hang on…here comes the punch line: it’s been A WEEK. School is back in session, which means a new and unfamiliar schedule…and necessary bedtimes. View Article.

Employee Experience 308

Employee Experience Article Healthcare 308

InMoment XI

AUGUST 19, 2019

Creating a Measurable Training Initiative To drive a customer centric culture, Spark overhauled its approach to frontline training, recognition and rewards to align with excellence in customer outcomes. Launching a scalable, personalised development framework grounded in team sourced best practices has increased staff knowledge and engagement levels.

Customer Centricity 200

Customer Centricity Culture Measurement Article 200

InMoment XI

AUGUST 16, 2019

Encouraging Customer Response by Focusing on the Positive Recent MaritzCX studies show that voice of the customer (VoC) survey respondents who are prompted to share a positive or “celebration” comment during the survey are 5 times more likely to provide feedback. What’s more, in some instances, MaritzCX found over 80% of that verbatim to be. View Article.

Article 200

Article Feedback Customers 200

InMoment XI

JULY 19, 2019

There’s a change going on with automakers! For the first time, automotive OEMs are creating and implementing proprietary customer loyalty programs for their dealer network. Those programs are anchored by redeemable rewards points and aimed at keeping customers in the dealership “loyalty loop.” And car makers are even funding entire programs…one has even deposited $210.

Loyalty 200

Loyalty Automotive Loyalty Programs Article 200

InMoment XI

JUNE 27, 2019

Look Who Turned 50! 2019 marks the 50-year anniversary of the MaritzCX New Vehicle Customer Study (NVCS)—the automotive industry’s largest and longest running buyer behavior consumer survey. The NVCS provides monthly consumer feedback about vehicle shopping, buying patterns, and feature preferences. Automotive manufacturers and OEMs use the NVCS as a road map to modify current.

Automotive 369

Automotive 2019 Consumers Article 369

InMoment XI

MARCH 15, 2019

Is your brand being properly represented at the front line? How do you know? Hear the answers to these questions and more! Join MaritzCX’s mystery shopping experts, Dan Hugge and Doug Smith, in this webinar as they explain how to design and execute a mystery shopping program that drives true value to your organization. They’ll convey. View Article.

Webinar 200

Webinar Article Brands 200

InMoment XI

DECEMBER 2, 2018

For the third year in a row, MaritzCX received the highest rank for a Customer Experience (CX) technology and research firm from the American Marketing Association (AMA) in its annual Top 50 Report of U.S. Market Research and Analytics Companies. In addition, the company was recently named a 2018 Top Workplace by the Salt Lake Tribune. “We feel. View Article.

Technology 200

Technology Customer Experience 2018 Article 200

InMoment XI

NOVEMBER 13, 2018

Most comprehensive customer experience programs are made up of several different types of studies, the two most common of which are Transactional and Relationship studies. Here we will describe the differences between these two types of studies. Transactional or trigger-based studies are the base of most customer experience programs. This type of study is conducted.

Article 200

Article Customer Experience Automotive Customers 200

InMoment XI

OCTOBER 18, 2018

With the onset of fall here in the Northeast US, I find the changing seasons to be a time of inspiration and reflection. A few years ago, I attended a lecture at our local library. Grant Welker, co-author of a book published in 2015 entitled, We Are Market Basket, gave a small turnout of about. View Article.

Culture 173

Culture 2015 Books Article 173

InMoment XI

AUGUST 7, 2018

Every CX program wants to gather as much insightful data as possible. We all are asked to provide our feedback multiple times every day. One day, I decided to count how many times I was asked to provide feedback. I initially thought maybe once per day, but when I counted it, I was invited to. View Article.

Insights 200

Insights Brands Feedback Article 200

InMoment XI

MAY 30, 2018

Now that Summer is in full swing, many eyes are looking forward to another season of America’s Pastime, BASEBALL! As a baseball fan myself, I follow the team of my childhood, the 1992 and 1993 World Series Champions, the Toronto Blue Jays. As a fan of analytics, I enjoy delving deeper into the information on. View Article.

Article 344

Article Information Retail 344