InMoment XI

Cleaning a Toilet vs. Calling Customer Support: 3 Factors Impacting the Customer Experience

InMoment XI

Shep Hyken, a well-known customer service consultant, recently shared that 42% of people would rather clean a toilet than call customer support. This statistic actually didn’t surprise me given how often support experiences leave much to be desired. .

2022 411

3 Necessities for Seamless, Stand-Out Retail Experiences

InMoment XI

It is no secret that today’s retailers are faced with unique challenges. The rapidly-changing, ever-evolving retail landscape continues to present questions, roadblocks, and pain points that retailers need to address.

2022 393
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3 Areas of Customer Experience Where Human Expertise Is Absolutely Vital

InMoment XI

Customer experience (CX) measurement has become a priority for most large organizations. Systematically gathering and analyzing data from online surveys and other sources such as product reviews, customer complaints, etc., is viewed as an imperative. And for good reason.

2022 455

The Importance of Employee Loyalty in the Workplace

InMoment XI

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.

2022 470

The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

How to Build Customer Trust and Loyalty

InMoment XI

Many companies underestimate the value of customer trust and loyalty when it comes to driving higher revenue growth. It might sound counterintuitive, but convincing existing customers to return is more important than gaining new ones.

Your Top 3 ROI Questions, Answered

InMoment XI

Imagine if you were still operating your business in the same way you were in 2019. Total nightmare, right? Your customer experience (CX) program, like your business, needs to be able to grow and evolve to prove a return on investment.

ROI 400

Closing the Outer Loop with the Six Sigma Methodology

InMoment XI

Customer feedback is critical for helping your customer service agents tackle problems—whether closing the inner loop directly with customers, or closing the outer loop with problems that keep surfacing over and over again. Organisations are typically quite comfortable tackling inner loop programs.

2022 405

5 Things We Learned from EMEA Customer Experience Experts at XI Forum Europe

InMoment XI

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!

2022 398

Customer Survey Statistics: Everything You Need to Know

InMoment XI

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.

2022 375

CCO + CMO: A Winning Partnership for Accelerated CX Growth

Find out how collaboration between a CMO and CCO can enhance the customer experience and drive business growth in this new ebook.

CX 101: What Is a Cluster Analysis? 

InMoment XI

Math and numbers are the ultimate in ‘exact science.’ When we work within the confines of mathematics, we can expect absolute precision in our results. In data analysis terms, this can be a real advantage, giving us clear, definite numbers on which to base future decisions.

2022 433

How to Create Winning CX Surveys for Bank Customers

InMoment XI

Constant engagement is key to creating a quality, meaningfully improved customer experience (CX). And for banks especially, the quality of the experiences customers have with a brand is the key factor in determining a customer’s longevity and willingness to maintain a relationship with a company.

2022 403

How to Create Winning CX Surveys for Bank Customers

InMoment XI

Constant engagement is key to creating a quality, meaningfully improved customer experience (CX). And for banks especially, the quality of the experiences customers have with a brand is the key factor in determining a customer’s longevity and willingness to maintain a relationship with a company.

2022 398

5 Challenges Facing Your Customers and Brands, and What They Mean for Your CX Program

InMoment XI

A great deal of customers and the brands that serve them are facing unprecedented uncertainties; understanding them is key to organizational success, delivering Experience Improvement (XI), and ensuring that your customer experience (CX) program is operating optimally.

2022 433

Industry Shake-Up: 2023 Commerce Trends To Rock Your World

Speaker: Ashlee Aldridge - Reach Partners LLC | Bill Mirabito - Chameleon Collective | Ronak Shah - PSA Retail & CPG, Amazon Web Services | Wayne Teigen - Pivotree

Join this exclusive conversation with our expert panelists and learn how you can thrive as an e-commerce retailer - even when faced with adverse market challenges. Don't miss out; register today!

Three Elements that Create and Sustain Employee Engagement

InMoment XI

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.

2022 437

What Is a CSAT Score? How to Calculate and Utilize a CSAT Score

InMoment XI

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.

2022 260

5 Ways Retail Banks Can Leverage Customer Data Effectively

InMoment XI

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.

What Is the Difference Between Voice of Customer and Market Research?

InMoment XI

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.

Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

Staying Ahead of the Game: Behind Foot Locker’s Innovative CX Program to Fit the Modern Athlete

InMoment XI

We at InMoment have had the pleasure of working with some of the world’s greatest brands—and one brand that definitely stands out on that list is global footwear retailer, Foot Locker.

2022 412

4 Ways a Quick Service Restaurant Chain Refreshed a Stale Customer Experience Program

InMoment XI

When you think of going to get a quick bite to eat, you’re probably thinking of getting a burger. With so many quick-service restaurant chains to compete with, how can one chain expect to stand out above the rest?

2022 426

3 Highlights from Customer Experience Experts at the XI Forum Singapore

InMoment XI

This year, the InMoment team put together the first ever XI Forum Singapore—and what a day it was! With 100 delegates and five customer experience experts from the leading brands in Southeast Asia, this day was one to remember.

2022 412

5 Ways to Leverage Net Promoter Score to Boost Customer Retention

InMoment XI

You don’t just want to appeal to new customers—you also want to keep your current ones coming back again and again. Not only do returning customers require less introduction to your products and services, but they also tend to spend more than first-time customers, too.

Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

Survey Methodology

InMoment XI

When it comes to collecting data, one of the best ways to do so is a survey. Most companies put out surveys of some kind for customers and employees at different points. But there’s more to a survey than just a series of questions.

2022 407

How Employee Experience Initiatives Help Brands Retain Talent, Grow Workforces, and So Much More

InMoment XI

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.

2022 443

3 Tips for Insurance CX Programs Looking to Collect Valuable CX Data

InMoment XI

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.

2022 401

CX 101: Everything You Need to Know About the Customer Satisfaction Survey

InMoment XI

It’s every company’s dream to have loyal, lifelong customers. In order to get this, you need to understand what your customers want, how they view your brand, and how they feel about your products and/or services.

2022 405

How to Address the Needs of the Next Generation of e-Commerce Customers

Speaker: Jenn VandeZande, Head of Digital Engagement Strategy at SAP Customer Experience | Beth Scott, VP, Business Operations - Supply Chain | Nikki Grigsby, PHR, Chief Operations Officer at Syndigo | Levana Wang, Content Creator, Gen Z Expert

Join Jenn VandeZande, Beth Scott, Nikki Grigsby and Levana Wang for this insightful and topical conversation on the modernization of e-commerce tech.

Struggling to Prove the ROI of Customer Experience? You Could Be Missing These 3 Keys to Success

InMoment XI

More than ever before, proving the ROI of customer experience is absolutely vital. Businesses are under pressure (amidst the Year of the Squeeze, declining employee retention, etc.) to look at cutting discretionary spending.

2022 439

7 Steps for Implementing a Closed-Loop System

InMoment XI

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.

2022 400

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

InMoment XI

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.

2022 416

Customer Journey Mapping Examples for Beginners

InMoment XI

A customer journey map is a diagram of all the places customers come into contact with your brand, online or off.

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.