The InMoment Blog

Your Guide to Customer Experience Management

March 26, 2020

Why Market Research is Vital to Your CX Program in Times of Crisis (and Beyond!)

Let’s start off with a question that people around the world have been asking throughout the past few weeks: Why is toilet paper such a demand-buy in the current COVID-19 climate? In order to get to the root of this TP panic, our Strategic Insights Team decided to run a few questions on this topic by our global access panels. Safe to say, the results were incredibly interesting.

March 24, 2020

4 Keys to Successful Customer Communication in the Coronavirus Era

The brands that go most out of their way to build lifetime value with customer relationships are the ones that stand out in those individuals’ minds even during “normal” times. This factor is multiplied a hundred fold in times of crisis, as customers are even more impressed with brands who still prioritize customers despite hardships. As has long been established, customers will pay more for brands that they feel care about them.

March 17, 2020

Modernizing Your Customer Feedback Strategy Part 1: The Evolution of Listening

In today’s digital world, keeping up is no longer the goal; it’s getting ahead. With customers engaging with brands in a myriad of ways and channels, the ability to transform feedback into actionable insights has never been more crucial. 

March 12, 2020

What Does Customer Experience Look Like in the World of Coronavirus?

As CX professionals, we help our clients leverage our technology to garner insights they can use to drive business outcomes. However, with this pandemic on the rise, the singular business outcome many companies are seeking (particularly small businesses) is simply survival. So, how can companies leverage CX during this challenging time? We have a few ideas.

Satisfaction Visualized: The Power of Multimedia Customer Feedback

Surveys are at an interesting crossroads in the modern experience landscape. On one hand, brands have traditionally relied on written questions to solicit feedback and suggestions from customers. However, as technology and social media continue to evolve, the idea of a long survey that’s packed with nothing but questions seems a bit antiquated. Fortunately, brands don’t have to stick with sending out tomes of questions ad nauseum and hoping for a response. Survey design, like everything else having to do with customer experience (CX) has to stay as limber and ever-changing as the customers it aims to attract. There are many design elements to consider here, but multimedia feedback is arguably the most important.

March 9, 2020

Why Customer Experience Is Now Job No. 1 for CEOs

With excellent quality now more or less a given, companies have shifted their energy to improving every aspect of the customer experience. To distinguish themselves in this environment, the best companies are on a quest to put intuitive, self-service, digital experiences at the center of their customer interactions.

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