InMoment XI

DECEMBER 13, 2022

My name is Ton Luijten, Customer Success Director + Data Science Lead in APAC—and in this post I’ll help you unlock a new take on ROI —through failure demand. When we manage client programs at InMoment, return on investment (ROI) is always top of mind. We strongly believe this should be a top priority for any team trying to improve customer or employee experiences to show that they are positively contributing to the financial outcomes of their business.

ROI 493

ROI Call Center Return on Investment Measurement 493

InMoment XI

OCTOBER 24, 2022

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. In fact, surveys typically have a method behind them to gather specific types of data and to make them as effective as possible.

Information 493

Information Consumers Customers Customer Experience 493

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

JUNE 28, 2022

It’s been a huge month for those of us in the InMoment Community! We’re always looking for the next opportunity to take Experience Improvement (and the experience industry as whole) to the next level, and this month, we made three major InMoment announcements that tell the world about the next steps in our mission: InMoment’s acquisition of ReviewTrackers, InMoment being named a leader in “The Forrester Wave : People-Oriented Text Analytics Platforms, Q2 2022,” and, finally, the launch of the la

2022 98

2022 Feedback 2021 Technology 98

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

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Net Promoter Score NPS Reference Feedback 260

InMoment XI

MAY 10, 2022

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. They can automatically gather data and use that information to solve your business challenges, build better relationships with customers, and help you achieve Experience Improvement (XI).

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Consulting Document Technology Insights 493

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

FEBRUARY 10, 2022

Companies are investing heavily in artificial intelligence (AI) to save money and time—especially those in industries who have to constantly deal with regulatory compliance documents. After all, who wants to sift through endless amounts of tables and lists? Those working in legal, medical, or financial sectors are often all too familiar with this infamous struggle.

White Paper 260

White Paper Document Financial Technology 260

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

DECEMBER 16, 2021

T his article was originally published on CustomerThink. Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. Just as customer satisfaction doesn’t equate to loyalty behavior, if you believe that “a satisfied employee IS an engaged employee”, it’s likely that you can’t articulate a distinction.

Communication 260

Communication Culture Definition Employee Experience 260

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.

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Automotive Blog Article Customers 400

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

FEBRUARY 20, 2020

Using Customer Feedback to Prioritise Business Investments In 2014, Aer Lingus started its CX programme with the end goal of discovering what its customers really think, take the subjectivity out of business decisions and have a single source of truth to embed employee bonuses, business cases and IT priorities. Michelle McLoughlin, Head of Consumer Insight for Aer Lingus takes.

Feedback 260

Feedback 2014 Article Consumers 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

OCTOBER 7, 2019

NRMA: Getting smarter about the voice of customer NRMA revitalises its member experience management and sees NPS soar after investing in a new voice of customer platform For a company that receives over 200,000 customer responses each year, implementing a voice of customer (VoC) platform can seem more than a little daunting. Add in some. View Article.

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NPS Voice of Customer Article Customers 40

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.

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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 16, 2019

Lessons Learned from the Apollo Moon Mission In my first article in this series, on how to leverage the innovation process to improve the customer experience, I laid out my four simplified steps to innovation: Explore – understand customer needs, pain points and challenges at each step in the journey Ideate – generate ideas to. View Article.

Innovation 360

Innovation Article Customer Experience Customers 360

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

APRIL 4, 2019

At 12:01AM on August 1, 1981 MTV took to the air waves and forever changed the music industry. Video offered a new perspective and changed how the world experienced music. Today, video is revolutionizing CX programs by offering a new perspective on how organizations see, hear, and respond to their customers. Join MaritzCX and LivingLens.

Insights 200

Insights Article Customers 200

InMoment XI

MARCH 19, 2019

Defining AI and Machine Learning for Enterprise CX The market is seeing a significant emphasis on the need for predictive solutions, ranging from machine learning capabilities to artificial intelligence (AI). And while many companies claim to offer these exciting new technologies, rarely do they deliver on the promise. True prediction requires more than a click.

Article 200

Article Technology Customers Marketing 200

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.

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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.

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Culture 2015 Books Article 173

InMoment XI

SEPTEMBER 5, 2018

We often hear from clients that they need to tangibly demonstrate the ROI of their VOC program and, more broadly, their CX strategy to senior executives. Sometimes this need is indirect, an implication from questions like, “How can I convince senior leadership to buy in to my CX roadmap?” To, “Our execs don’t seem to. View Article.

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ROI Roadmap Leadership Article 200

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

JUNE 26, 2018

Why & When to use Bots? Bots have been garnering a lot of attention recently. The majority of coverage has been positive but it has also garnered negative attention as it relates to Russian bots and their involvement with the 2016 election. Regardless of sentiment, bots are simply a software application that can perform tasks. View Article.

2016 200

2016 Article Retail 200

InMoment XI

JUNE 21, 2018

In many ways, our financial lives have become much less complicated. We can manage our bank accounts online and deposit checks from our smartphones. Those same smartphones can be used to buy a cup of coffee or pay our portion of the restaurant bill. But in other ways, our financial lives have become more complicated. View Article.

Financial 200

Financial Banking Article Management 200

InMoment XI

JUNE 1, 2018

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Most organizations strive to ingrain in their employees a set of organizational values–behaviors and attitudes–that are the guiding principles for all employee actions. These values are often expressed as brand promises–statements about what an organization is, what it stands for, View Article.

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Brands Download Books Article 200

InMoment XI

MAY 2, 2018

Have you ever wondered how important digital interactions are to the customer experience in financial services? According to PWC, more than 45 percent of banking customers say they only interact with their bank through digital channels. This means that for almost half of a bank’s customers, digital experience (DX) all but equals customer experience (CX).

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Banking Interaction Financial Article 200

InMoment XI

APRIL 30, 2018

Digital experiences are the new norm for customers as they interact with and experience businesses through computers and mobile devices. The wave of technological advancements over the past decade has caused a major shift in customer expectations. Phone and direct mail surveying has become more of a “niche” approach to data collection, while email campaigns.

Customer Expectations 200

Customer Expectations Article Technology Interaction 200

InMoment XI

JANUARY 30, 2018

One of the questions I am often asked by organizations is “How do other companies use customer feedback?” Fortunately, the answer to that question is simple because most organizations use customer feedback to create PowerPoint reports or Excel spreadsheets to track performance. They might tie results to compensation or be used to coach front-line employees. .

Feedback 227

Feedback Article Customers 227

InMoment XI

OCTOBER 17, 2017

As a retail brand, there are certain elements your company deems important in order to uphold your brand image to your customers. It’s imperative that each frontline employee represents the brand according to the standards set for service delivery. But with so many disparate locations, how can you ensure this is happening? Especially in light.

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Retail Article Brands Customers 113