InMoment XI

MARCH 7, 2023

Welcome back to the XI Café Podcast! In order to continue Experience Improvement, the XI Café Podcast was created so that CX program owners around the world could join the conversation and learn from global businesses and industry experts about the latest experience improvement innovations in technology and research services, industry and market expertise, and customer (CX) and employee (EX) engagement best practices.

Engagement 260

Engagement Customer Journey Mapping Customer Centricity Metrics 260

InMoment XI

DECEMBER 29, 2022

As people gather this time of year to reminisce and look toward the future together, everyone at InMoment agrees that 2022 brought some XI-ting adventures! It’s thrilling to embark on another promising year, and we want to ring in 2023 with a recap of our top five InMoment Highlights from the last 12 months. Five of Our Favorite InMoment Highlights From 2022: #5: VP of Brand Recognized in Utah’s 40 Under 40 #4: Extending AI-Powered Technologies to Advance Experience Improvement #3: Acquiring Lea

2022 260

2022 2023 B2B 2021 260

InMoment XI

DECEMBER 8, 2022

After you do a study or research, you will probably want to know if the results you got mean anything. More specifically, you want to know if there are statistically significant differences between the groups you studied. After all, statistically significant results help you know that what you studied—the variables you chose—are having an impact on the results.

Demo 260

Demo Books Measurement Customer Base 260

InMoment XI

DECEMBER 7, 2022

In our recent blog , we discussed how you can improve your customer experience (CX) strategy in five simple steps. Customer experience often relates to the long-term relationship between customers and the companies they do business with. It reflects the summary of experiences at different points along the customer journey—such as considering doing business with a brand, making a purchase and becoming a customer, receiving additional services, having issues resolved, etc—and includes multiple cha

Customer Experience 493

Customer Experience Call Center Touchpoint Measurement 493

InMoment XI

SEPTEMBER 20, 2022

This article was originally posted on Quirk’s Media. Every successful business outcome benefits from having a reliable, flexible, actionable and amply proven template and improvement guide. This is as true for employee experience (EX) as customer experience (CX). There is a clear path to greater, more progressive employee experience, insights and greater stakeholder centricity for any organization, and it begins with understanding the concept of experience improvement (XI) as it proceeds a

Culture 260

Culture 2006 Definition Employee Experience 260

InMoment XI

AUGUST 3, 2022

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? One family decided to perfect freshly sliced sandwiches, custom menu items, and a never before seen “light” menu that features low calorie salads and sandwiches.

Customer Experience 529

Customer Experience Guest Experience Return on Investment ROI 529

InMoment XI

AUGUST 2, 2022

If you were trying to convince your family to go on a weekend trip, you likely wouldn’t use the same tactics for every family member. Your retired parents may be persuaded by the luxurious rooms at the hotel, but your brother and his spouse probably care more about the activities they could do with their kids. Your college student sibling would likely love the break from school, but they’re more concerned with affordability compared to the rest of the family.

Advertising 295

Advertising Transportation Marketing Hotels 295

InMoment XI

JULY 12, 2022

Metrics, metrics, metrics. It’s common for frontline employees like contact center agents to be inundated with them—schedule adherence, efficiency, handle time, and hopefully, amid all of that and more, customer experience (CX) metrics. Ostensibly, the goal with this information is to give contact center agents the guidance needed to create Experience Improvement (XI) for customers, but do they have the time and wherewithal to actually sort through comments and data?

Contact Center 529

Contact Center Metrics Customer Centricity Culture 529

InMoment XI

JULY 11, 2022

When gathering accurate and useful data, how the data is collected is just as important as the results it yields. Reliable insights are discovered when the questions are fair, unbiased, and relevant to the participants. This is why the design of the survey can ultimately determine the survey’s success. What Is Survey Design? Survey design is the detailed process of creating surveys that optimize the potential results that can be collected from a well-made questionnaire.

Measurement 493

Measurement Information Brands Consumers 493

InMoment XI

APRIL 5, 2022

What is the future for employee and customer experience trends in banks, wealth advisory firms, and credit unions? InMoment recently dove into the financial services industry’s 2022 outlook—and there’s a lot to unpack. Through our dedicated Strategic Insights Team, we collected data from bank, wealth advisor, and credit union consumers and employees across North America.

Banking 295

Banking 2022 Customer Experience Financial 295

InMoment XI

APRIL 6, 2022

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. Your customers’ journey can drastically affect how your customers experience your company—and whether or not they eventually become loyal to your brand. And it’s because of this fact that improving your customer journey is vital to overall business success.

Customer Journey 517

Customer Journey Customer Journey Mapping Touchpoint Loyalty 517

InMoment XI

MARCH 10, 2022

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. Unfortunately, this attitude and the events precipitating it have a big impact on customer experience (CX), which means that CX professionals like you face the daunting task of keeping your CX program effective in the face of multiple challenges.

Social Media 493

Social Media Document Insights Events 493

InMoment XI

FEBRUARY 25, 2022

This article was originally posted on CustomerThink.com. Do companies recognize the high customer experience (CX) value of employee advocates? Shouldn’t they want to cultivate the kind of behavior advocacy represents? That’s my belief. And, because of dramatic, behavior-shaping trends in the world of talent and skills availability, significant and lasting disruptions in the way people work, and the greater independence of today’s employees, I’m convinced they should both recognize and cultivate

B2C 529

B2C Employee Experience Culture Touchpoint 529

InMoment XI

FEBRUARY 1, 2022

Customer experience surveys have served us well when it comes to collecting customer feedback data. When we have questions about the experience, there’s no better way to get answers than asking our customers directly, right? Before you answer this question, let us present you with a few facts. First, let’s consider survey fatigue. Because if you’re reaching out to your customers every time you have a question, there’s a serious possibility that they’ll get tired of your questions and stop partic

Customer Experience 528

Customer Experience Social Media Feedback Customer Relationship Management 528

InMoment XI

JANUARY 6, 2022

Though customer experience (CX) programs are always changing and evolving, one element that many brands constantly consider is whether to add a CX incentives program to those initiatives. . On its face, such a program may seem quite straightforward—directly reward experience outcomes or add incentives to existing programs, and you’re good to go. However, there are actually quite a few factors that organizations need to look at while weighing an incentives program, not the least of which is ensur

White Paper 493

White Paper Rewards Programs Feedback Presentation 493

InMoment XI

DECEMBER 13, 2021

In the latest 2021 Insights Association Top 50 Market Research and Data Analytics report, InMoment ranks in the top 20 established industry reports and market research or market experience (MX) brands, alongside other powerhouse brands such as JD Power, Gartner Research, and Forrester Research Services. About InMoment’s Market Research and Data Analytics Approach.

Marketing 493

Marketing Automotive Hospitality Social Media 493

InMoment XI

MAY 7, 2020

MaritzCX Continues to Focus on New Innovative Ways to Deliver Better CX A new method of Customer Experience data collection is emerging with Natural Voice. Everyone’s heard of Alexa, Siri, Google Home and Cortana, all Voice Recognition Software. But did you know that these same instruments have the ability to both give and collect Customer. View Article.

Feedback 295

Feedback Innovation Article Customers 295

InMoment XI

MAY 6, 2020

It’s important to challenge your way of thinking when it comes down to managing the customer experience, because there are always opportunities to improve how customers can communicate their feedback. The Australian Government (CSC) decided to tackle this initiative, in order to reinvent and relaunch their Voice of the Customer program. The Commonwealth Superannuation Corporation.

Government 260

Government Article Feedback Communication 260

InMoment XI

MARCH 31, 2020

With everything going on in the world, many workplaces are making the switch to having their employees work from home. And as nice as it sounds to get to stay home all day, it can take quite a toll on physical and mental health when routine changes. It can feel like you’re navigating new waters, View Article.

Article 260

Article 260

InMoment XI

MARCH 31, 2020

The Results Are In The UK Consumer Study produced by Bain & Company in partnership with MaritzCX is the first comprehensive annual survey of major UK industries and sub-industries, including Automotive, Travel, Logistics, Utilities, Technology and Media. The Study includes over 110,000 individual brand responses that cover 198 UK consumer brands.

Consumers 295

Consumers Automotive NPS Travel 295

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

FEBRUARY 4, 2020

Swaying The “Swing” States In 2016, the United States held its last Presidential Election. It was a hotly contested election and lines were drawn between “Red” and “Blue” States, and then there were the “Swing” states. I happened to be working in the MaritzCX office in Toledo, Ohio in October of that year. As I. View Article.

2016 200

2016 Article 200

InMoment XI

JANUARY 7, 2020

Introducing the second CX Café Customer and Employee Experience Podcast: CEO of MaritzCX, Mike Sinoway, talks about innovations that are emerging in the customer experience industry. Hear about how things are evolving, and learn how to properly utilize certain technologies to receive a positive response from your customers.

Customer Experience 260

Customer Experience Employee Experience Innovation Technology 260

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

OCTOBER 3, 2019

Click here to read the 1st part of this series. Fully Explore and Understand the Challenges In the first article in this blog series, I’ve outlined four essential practices for improving experiences in a patient-as-consumer world. Today’s blog will focus on the practice of fully exploring and understanding challenges many patient experience programs face.

Consumers 53

Consumers Blog Article Healthcare 53

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

SEPTEMBER 5, 2019

Spare a thought for the millions of emails that are never opened. For the millions of letters that are never read. For the millions of website clicks that never reach conversion. For the millions of full baskets that are never checked out. For the millions of forms that are never filled out. For the millions. View Article.

Article 200

Article 200

InMoment XI

JULY 24, 2019

DSV is one of the five largest transport and logistics companies in the world, with a global presence in 85 different countries, 45,000 members of staff, and more than 250,000 customers. As a company well-known for its active acquisition strategy, DSV also focuses on organic growth between acquisitions. For many years, DSV did not have. View Article.

Transportation 200

Transportation Feedback Article B2B 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

MAY 3, 2019

Customers 40

Customers 40

InMoment XI

FEBRUARY 5, 2019

MaritzCX Behavioral Science Team Members Contribute to McKinsey Report A recent McKinsey report featured our very own Behavioral Science Officer, Charlotte Blank, and Zarak Khawn, Behavioral Innovation Director from Maritz, who contributed their insights and expertise along with twelve other experts. Since the 1950’s, behavioral scientists have combined economics and psychology to study human behavior.

Innovation 65

Innovation Article Insights 65

InMoment XI

JANUARY 15, 2019

British companies have come a long way with utilizing their data to identify customer needs and predict their future behavior and estimate future profitability (the so-called customer lifetime value). Realizing the customer lifetime value is critical for a company so they can focus on the strategic initiatives that contribute most to the company’s future earnings and growth.

Events 200

Events Article Customer Experience Customers 200

InMoment XI

NOVEMBER 9, 2018

Editor’s note: This post originally appeared on the MyCustomer blog. You can read it here. Companies often focus solely on customer experience, forgetting the actual driver for an excellent customer journey – their employees. According to the 2016 CXEvolution study by MaritzCX, “customer-centric companies are three times more successful at driving significant financial improvement and.

Customer Experience 200

Customer Experience Feedback 2016 Customer Centricity 200

InMoment XI

SEPTEMBER 20, 2018

Customers who complain and receive good resolution to their complaints are usually more loyal than customers who never complained at all. With that in mind, how do we identify and properly follow-up with customers who return a customer experience survey that indicates they had a problem? Our research shows that frontline personnel use customer experience.

Management 315

Management Article Customer Experience Customers 315

InMoment XI

AUGUST 28, 2018

We certainly do not set out in marketing research endeavors to make mortal mistakes with design and analysis, but the complexity involved in linkage analysis is susceptible to errors both of omission and commission. These errors can be avoided often with sufficient planning, communication and program execution. By linkage we mean the formal, statistical process.

Article 120

Article Communication Marketing 120

InMoment XI

JULY 12, 2018

In many cases, the current customer journey delivered at dealer service centers is not ready for the prime time. The present model at many stores has been in place too long and that’s because it’s always the way we’ve done it! While boomers might have settled a long time ago for just good enough, the. View Article.

Presentation 200

Presentation Customer Journey Article Automotive 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