9 Reasons to Attend CX Elevated 2018

Here at InMoment, we are gearing up for CX Elevated 2018 this February! We are so excited for this year’s event, as we know that this is an incredible opportunity for anyone, anywhere in their CX journey.

It is our goal to have each of our attendees leaving with the best, most actionable information to inspire their CX efforts. In other words, we want there to be no doubt in your mind that you weren’t just treated to an event with lights and entertainment, but that you gained real value from the sessions, speeches, and stories presented.

With all we have planned, we are confident CX Elevated 2018 will do just that. Here are nine reasons to attend!

1. Update from Our CEO

At this year’s CX Elevated, you will hear from InMoment CEO Andrew Joiner as he discusses his vision for the company, our products, and the customer experience industry as a whole.

2. Hands-on Workshops

The best way to learn is by doing, and we want attendees to discover the path to CX success in the best way possible. This year, we will offer hands-on workshops as part of the conference to give you the opportunity to not only see but experience the techniques and practices that will improve your customer experience.

3. Salt Lake City, Capital of the Silicon Slopes

InMoment headquarters is located in one of the most beautiful places with some of the best snow on earth. We’re proud of this city and would love to show our attendees all of the great things Salt Lake City has to offer, from dining and shopping to the great outdoors.

4. Client-Led Breakout Sessions

There is nothing more valuable than experience, and our customers have gained incredible insights along their CX journeys. In our client-led breakout sessions, you will have the chance to hear from our clients as they share their stories and advice for the best possible customer experience.

5. Networking

CX Elevated is a gathering of CX professionals, program experts, and people who are striving to optimize their organization’s customer experience. This conference offers an excellent opportunity to get to know other like-minded individuals and use those conversations to take new ideas back to your own organization.

6. Role-Specific Tracks

We know that different roles see different opportunities in improving the customer experience, so this year we will be introducing role-specific tracks for our breakout sessions. There will be specific tracks for executive, strategic, and practitioner attendees to make sure the themes and information is perfectly tailored for you.

7. Snow Day

We already mentioned Utah’s incredible snow, but we haven’t mentioned how we intend to get you out in it. Snow Day is a chance for attendees to process all the valuable information they learn during conference— and have a little fun, too. Snow Day includes food, shopping, tours and, of course, snow!

8. Bigger and Better Venue

Last year’s CX Elevated was such a success, and this year’s conference promises to be even better and bigger— literally! We have moved this year’s conference to the beautiful Grand America Hotel in SLC to accommodate this growing event.

9. Keynote Speaker Malcolm Gladwell

We are honored to have five-time bestselling New York Times author Malcolm Gladwell delivering our keynote speech. As one of TIME magazine’s 100 most influential people, we are ecstatic to hear his musings on customer experience and its future!

 

These are only a few of the stand out elements that make CX Elevated such an incredible, inspiring event, but don’t just take our word for it. Register today and experience CX Elevated 2018 for yourself!

3 Mentionable Moments from CX Online Summit 2017

CX Online Summit 2017 is a wrap! Thank you to all of you who tuned in. We hope you left just as inspired by the content as we were in creating it.

There were so many valuable moments in each segment, but I have chosen a few of my favorites to highlight:

1. JD Nyland and Joel Diamond on the Importance of Ease

When it comes to providing any variable in the CX equation, the easier it is to contribute, the better. During their demonstration of exciting InMoment technology, JD Nyland and Joel Diamond showed how features like speech-to-text and video feedback add ease to the CX optimization process. The goal of features like these, JD said, was “[to enable] customers to use the devices they have to give feedback whenever they want. Wherever they might be.”

2. Andrew Park on Socializing for Success

As we all know, customer feedback and the insights it provides are no good when they only exist in one corner of an organization. They can only do their job when they are distributed to every employee with emphasized importance.

In his segment, Andrew Park outlined the components of a successful CX program and his top tips for socializing insights, beginning with the truism, “the whole company needs to know the value of these insights, and to do that, CX must be part of the conversation.” For Andrew, socializing CX intelligence arms employees with insights which in turn creates a true CX culture.

3. CEO Andrew Joiner on the Bright Future of CX

My final highlight comes from our CEO, Andrew Joiner, who took a moment to look into the future of customer experience. He believes CX is destined to become the next big technology trend. Why? Andrew answered this question saying, “We all have customers. If we listen to them, we know we can service them better and they’ll buy more product from us. [CX] technology guides organizations to do that.” This gets at the very core of why we do what we do here at InMoment: We truly believe that positive customer experiences create success, and therefore every moment matters. Understanding the why and how of each moment unlocks that success, and CX technology is the key.

 

As you can tell, this year’s CX Online Summit had a lot to offer. To learn more about the future of CX and get best practices that will help you improve the customer experience in your own organization, join us in person for our CX Elevated conference!

5 Quotable Client Stories for CX Day

Happy CX Day! We hope you’re taking advantage of today and celebrating your customer experience efforts.

Wherever you are on your CX journey, it is always helpful to share stories and hear from other companies on the same path to customer experience success. With this in mind, I’ve gathered some quotes from our CX Spotlight video series to share and discuss with you.

1.

“We actually consider [open-ended feedback] to be the most valuable feedback that we get. Although scores are important, when we hear something specific from the guests, that’s very valuable and we can either go back and make a correction or reinforce the behavior that wowed our guest.” — Jeff Jacobson, Chief Operating Officer at Costa Vida

Customer Experience is more than just the sum of your scores; it’s your unstructured data that can give you the best idea of how you are doing as a company. Even more so, it’s the open-ended feedback Jeff mentioned that will give you the actionable insights you need to truly make a difference.

2.

“It’s one thing to say, ‘hey, we provide great guest service and we welcome people’ here and there. Everyone can say it and you could potentially use profits or sales to understand if you’re really performing, but until you have a good feedback system and listen and understand what your guests are saying, I’m not sure how you can attach those two things together.” — Helmuth Mayer, Director of Strategic Initiatives at Dave & Buster’s

When it comes down to it, every business strives for consistently satisfied customers. CX programs help you to bridge the gap between data and results, telling you what the key drivers are for your business and therefore, where you should place your efforts.

3.

“Our customers are directly telling us what’s important, and I think that really helps the team to focus our energies… it’s the comments from the customer that are important.” — Cathy Dages, Customer Support Supervisor at KARL STORZ Endoskope

Every business has an idea of what their customers want, but without feedback, it’s hard to know if those supposed standards reflect what customers truly want. By keeping open dialogue with your customers through a VoC program, your picture of your customer is 100% correct, because you are getting your facts from the source.

4.

“The catalyst [for implementing a CX program] was really the end of our mystery shopping program. The one store, one visit per month had run its course. It just wasn’t productive enough and there was too much technology out there to give feedback.” — John Heatherington, International Operations Manager at Marks & Spencer

Mystery shopping is helpful at gaining specific insights from one location on one day, but it is hard to derive actionable insights for overall business objectives from one instance. With VoC programs, you can survey mass amounts of data from multiple locations at multiple times to get a 360° view of how your customer experience efforts are really going.

5.

“We are always surprised at what our customers are telling us. With the surveys, what we found out was the certain words that the customers were looking for were very different than the words we had in mind for that specific moment… this information helps us to react [to client expectations] quicker.” — Alexa Larsson, Senior Retail Operations Manager at The North Face

The whole purpose of collecting customer data is to predict customer demand so you can meet them. Every moment matters, so knowing what your customers want to hear in each touchpoint with your brand is pivotal to CX success!

We consider our clients to be CX heroes, and so when we celebrate CX Day, we celebrate all the work they’ve put in and the lessons they’ve learned in their pursuit of positive customer experience.

To view the full interview with these brands and gain more insights on this CX Day, check out the videos here!

Are You Listening Where Your Customers Are Talking?

The world of customer experience is constantly evolving, especially when it comes to sources of customer feedback. Searching one single channel—or even two or three— means barely breaking the surface of the resources available to you.

Today, the best Voice of Customer programs survey multiple channels such as web, voice, video, mobile, and many more to get the deepest and most informative insights possible. Check out the graphic below to see how your listening methods can invite insights from every possible CX venue!

 

omnichannel voice of customer data collection

 

Customers want to be engaged across both physical and digital forums, so it is essential to meet those customers in both places with the tools you need to listen. By engaging your customers on all channels, you are creating seamless interactions with your brand and positive customer experiences.

With InMoment’s platform, feedback from any customer on any channel are available in just one easy-to-use interface. To schedule a demo and get actionable insights from your customer data, click here!

Avoiding Survey Fatigue: How to Filter Your Existing Customer Data

We all know the age-old comparison “like looking for a needle in a haystack” and we’ve all had experiences that make that saying relevant. While searching for your car keys may feel like looking for a needle in a haystack, sorting through your customer data shouldn’t.

You spend time and resources collecting customer data in order to gain the type of insights that can guide your business decisions, but sometimes the path from point A to point B can feel unclear. When you have a multitude of data from multiple channels, insights on one specific topic can seem hard to find. In fact, the task of picking through masses of data for one specific thing can seem so tedious and daunting that you may be tempted to just send a one-off survey out to your customers on a specific topic.

While this technique may be fine every once-in-a-while, using surveys as your main data collection method puts your customers at risk of one terrible CX pitfall: survey fatigue. If their inbox is flooded with surveys every few days, your customers are more likely to be irritable and less likely to give you the valuable feedback you need.

So what do you do? Do you look for the needle in the data haystack or do you risk survey fatigue? Luckily, there is an alternative option that gets you the answers you need in a timely manner: data filtering and prioritization.

Today’s most effective CX software features tools that will allow you to sort through the data you already have to find the information you need to create premium customer experiences. Tools such as Explore™ allow you to slice-and-dice data in multiple ways for multiple insights. To give you an idea of what this looks like, I will discuss three of these filters and how they can be effective problem solvers.

1. Location

Sorting through data by location is endlessly useful. Let’s say you want to see how a new product is doing in specific regions. You simply specify the region on your platform overview and search the product. Your CX platform will automatically sort through existing data to bring up product relevant customer feedback for that area. In filtering your data by location, you have an understanding of that area so you can make decisions that make good business sense and satisfy your customers.

2. Negative Score and Sentiment

Closing the loop with customer complaints is one of the ultimate goals of customer experience. In fact, 70% of the time a person will become a repeat customer when a complaint is resolved in that customer’s favor. The benefits of solving customer complaints are obvious, but it is time-consuming to try to solve every problem as it comes in. To resolve effectively, you need a strategy. Filtering your data by negative score and sentiment can give you that strategy. Simply sort, see what customers are saying, and come up with a way to address the issue. Then you can contact customers to let them know how you are resolving the issues. You’ve saved time and your customers feel heard: It’s a definite win-win!

3. Time

Sorting data by time has two major benefits. Firstly, it allows you to spot trends over time. For instance, you can identify which products are more popular at which time of the year and make decisions to reflect that insight. Secondly, you can put out fires before they start. When you sort your data by time, you can see the feedback that has come in most recently, identify anomalies, and address them before they become a greater problem.

Filtering data not only saves you time, but it also gives you the actionable insights you need to make your customers feel heard. For more info on how you can sort and prioritize your customer feedback, check out this video!

4 Voice of Customer Tools Every Restaurant Owner Should Know About

When it comes to dining out, everybody has a preference. Some people are held back by dietary restrictions, some are adventurous eaters, and some are just plain picky. There is not one type of restaurant that will please everyone, and that makes dining an incredibly personal experience.

The most obvious determinant for a positive customer experience in a restaurant is the quality of food, but there are many other factors that weigh into culinary satisfaction. The majority of these concerns can be sorted into five major categories: quality of food, staff interactions, speed of service, atmosphere, and value.

In a world where 91% of unhappy customers will not return to a brand, it is crucial for restaurants to drive customer satisfaction in these areas—but how can they keep up?

That is where Voice of Customer (VoC) technology comes in. These technologies give providers direct access to their customer feedback so they can make impactful changes in the way they do business.

Voice of Customer solutions can be applied to restaurants in many ways, but I am going to outline four specific VoC tools that can address these five main concerns and determine positive or negative customer experience for your diners.

Real-time Alerts

Some Voice of Customer platforms offer real-time alerts that notify staff of customer concerns as they happen, allowing them to take action almost immediately. Though these can address all five categories listed above, they can be most helpful with issues of atmosphere and quality of food.  If a customer asserts that the bathrooms in a certain location are unclean or the food is cold, the location would receive a notification of that customer’s feedback as it was made. Management could then rectify the situation, helping to ensure positive atmosphere and quality of food experiences for other customers that day.  

Predictive Analytics

Predictive analytics give businesses the power to forecast demand and make differences in both speed of service and staff interactions. With this VoC tool, managers can determine when there is a rush and schedule staff accordingly.  This small adjustment stops one of the biggest customer complaints—long lines and wait times—before it even starts. As an added bonus, staff members won’t be under pressure from grumpy customers, ensuring positive staff interactions for customers.

Location-Specific Insights

VoC Programs with location specific insights are most useful for identifying anomalies in quality of food. For example, if there are three cases of food poisoning in one region, businesses will be made aware of the problem before it gets out of control. This tool is also useful when testing out a new product. If one region tests it, location-specific insights can surface conclusive customer feedback on the new product.

Benchmarking

Benchmarking VoC tools give restaurants the ability to see how they match up in comparison to their competitors. This can be most useful when comparing value of their meals versus other providers. With this information, businesses can make cost-effective changes to assure customers that they are getting the best value for their dollar.

At the end of the day, all restaurateurs strive for satisfied customers, no matter what kind of food they serve. By utilizing VoC tools, businesses can make day-to-day, time-relevant adjustments that tailor to their customers’ taste and give them the best dining experience possible.  

Practicing What We Preach: How Customers Shaped the New InMoment Dashboards

Listen. Understand. Share. As customer experience continues to gain momentum and becomes the new competitive battleground for businesses around the world, these three principles remain consistent.

In the same way InMoment supports brands in their efforts to give customers a voice at the decision-making table, we strive to practice what we preach, ensuring our own customers are collaborators in improving the products and the services we offer.

In just a couple weeks, InMoment will release an updated Dashboards product. These user-centered Dashboards help brands easily view and configure real-time customer data. Dashboards are effortlessly configured to uncover relevant insights for each role in the organization.

But we could not have gotten here without input from our current clients. These new Dashboards are the result of several months of InMoment product managers, UX designers, and software developers working directly with brands who participated in a beta program to help us better understand their business needs.

How We’ve Listened

InMoment collects feedback from our clients across many touchpoints throughout the product development life cycle.

Some of these channels include:

  • Weekly phone calls with Customer Success Managers
  • Interviews and surveys from a multifaceted customer listening program
  • Ideas and discussions on the client-exclusive InMoment Community
  • In-person conversations with members of our product and leadership teams

One brand that played an integral role in the development of the new Dashboards is maurices, a leading women’s fashion retailer.

“We view Dashboards as a critical component in telling our brand story consistently to everyone, adding other data to create deeper insight, and piecing together the puzzle to enable different departments to get the most out of our experience data,” said Kristin Anderson, AVP of Customer Insights at maurices.

Anderson met with InMoment weekly to help a cross-functional team understand how Dashboards could better meet maurices’ business needs. “At every meeting, the team at InMoment listened, asked intelligent questions, and sought to understand what they could do differently. Their enthusiasm—both for their own product and for the use cases we were presenting—was always contagious.”

How We’ve Acted

Improving customer experience requires more than just listening to what customers are saying. It is understanding and acting on data that truly sets CX leaders apart from the rest.

Creating the new Dashboards was a team project—both externally and internally. Multiple teams at InMoment played a part in bringing our customers’ vision to life. At times, this was difficult, as each employee wanted to make sure that even competing client ideas were fairly heard and considered.

  • The UX designers gathered early feedback that the design felt clunky and jarring . They responded to this perspective by creating a modern design where each button, dropdown list, swipe, and scroll felt as natural as possible.
  • Our QA Engineer carefully recorded and investigated each bug and broken feature that was submitted. Dashboards went through hundreds of revisions as developers worked hard to earn that quality assurance “stamp of approval.” The final result is one of the largest and cleanest product releases we’ve ever seen.
  • Developers wanted to improve upon past complaints that legacy dashboards were slow. This required the development team to find new and better ways to do its work. It required balancing short-term obstacles with long-term vision while also keeping the end user at the front of mind.

This past March, the entire Dashboards team attended our CX Elevated conference together to watch as the product was first introduced on the main stage. The positive reception from customers and industry leaders helped reinforce enthusiasm for the product. With that being said, we know that we still have more work to do.

A Commitment to Innovation

Listening isn’t a one-time action—it’s a continual process. While we are excited to share the new Dashboards product, we are committed to keep building and refining features to better meet our clients’ business objectives.

How are you taking action on feedback from your customers?

7 Quick Quotes on Closing the Loop with Your Customers

As a follow up to our recent white paper on resolving customer issues, we teamed up with CustomerThink for a webinar on closing the loop.

Led by InMoment’s SVP of Global Business Development, Erich Dietz, the webinar provided additional insights on closing the customer feedback loop more effectively, reducing business costs, increasing revenue, and creating loyal brand advocates.

Here’s a roundup of some of our favorite quotes and findings from the webinar:

To learn specific best practices on closing the loop, you can watch a recording of the webinar or download the white paper.

Discover: Your Treasure Map to Customer Insights

Have you ever been asked to find an answer in a set of customer data only to find out that it involves combining information from multiple siloed sources, millions of data points, and no clear indicator of where to even begin?

Then, adding insult to injury, have you ever been given a limited amount of time to locate the insight, share it, and get it in the hands of the right people within your organization who can act on the insights you provide?

If this situation sounds familiar, know that you are not alone. Searching for insights in your customer data can be a little bit like going on a time-sensitive treasure hunt without a map. You know there are valuable customer insights buried within the mountains of data, but you don’t know where to start digging—or where the treasure is hidden.

Analysts have always had obstacles in their way, but as technology advances and the channels in which customers provide feedback increase, so does the amount of data that needs to be analyzed. Siloed data and working with multiple tools makes it challenging for analysts to make sense of customer stories in a timely manner.

Take two of our clients, for example. One brand has a team of over 50 analysts ready to dive into issues as they occur. The other brand has a smaller team of about five. Despite the stark differences in size, each team takes about 30–60 days to find insights. While these analysts are able to surface insights from the customer data sets they’re working with eventually, it’s often too late to take meaningful, business-driving action.

InMoment’s latest product, Discover™, is designed with analysts in mind. It’s an always-on customer experience analyst tool that sifts through the millions—sometimes billions—of unstructured customer data points in real time to identify trends, anomalies, insights, and sends you automatic alerts, so you know exactly where to find your brand’s CX gold before it’s too late.

Here are some of the other ways Discover helps CX analysts:

  • Helps pinpoint where to start digging, so you can be proactive, get answers more quickly, and understand if something significant is happening in real time
  • Identifies unexpected issues you didn’t know to look for
  • Addresses pain points of analyzing unstructured data
  • Collates data from a variety of sources (even data from other VoC vendors) and determines impact of issues on your main scoring metric.

You don’t know what you don’t know. Discover helps you act more quickly, and provides you with a more accurate pulse on emerging trends and issues.

Where are your customer insights hidden?

Here’s What You Should Know About Discover

It seems like every week there is another PR emergency or brand failure in the news. What is even more interesting is that in many cases with just a little prior insight and action the whole mess could have been avoided!

Most brands understand that customer feedback is critical to improving their business, but with the thousands of comments that you receive on a daily basis, finding the insights that can alert you to emerging issues is like looking for a needle in a haystack.

This month, we publicly announced InMoment’s newest product, Discover™. Simply put, Discover can be described as an always-on analyst that digs through any type of customer comments to detect anomalies, or abnormal spikes, in topics. In other words, if your customers are talking about any particular incident, product, staff member, promotion—you name it—in a significant way, Discover will let you know.

Its built-in text analytics and sophisticated predictive algorithms analyze past data to establish a baseline, then compare it to current data in order to determine if any topics are emerging as anomalies. It then alerts the correct person in your organization who can address the issue and take action.

No more spreadsheets, no more reading through thousands of comments, no more finding out about an issue after it’s too late. Discover will tell you things you might not have ever known about your customers—or may have never thought to ask.

You can learn more about Discover here.

How to Catch Hidden Issues and Save Customer Relationships

Customer relationships are fragile. Even the smallest error can dramatically impact your brand’s perception, but you can’t address the problems you don’t know about.

Here’s just one real-life example of how Discover™ can automatically find and alert you to issues hidden in your customer comments.

Text Analytics Infographic

For one outdoor retailer, Discover was set up to identify and alert decision makers when anomalies popped up in customer comments related to certain topics (or tags).

One day, this retailer’s business analyst received an alert that there was an unusual amount of activity related to the topic of promotions. She immediately turned to Discover to see what was going on.

This program manager instantly saw not only the impact this issue was having on the retailer’s Net Promoter Score, but also the exact geographical area it was coming from, as well as the total percentage of all customer comments mentioning a problem with incorrect pricing.

By reading through the comments pulled out by Discover, it was quickly apparent to her that in one specific state, customers reported being charged sales tax on the retail price of an item instead of on the sale price of the item. Customers were quick to mention this practice wasn’t in line with the Department of Commerce.

This valuable insight was distributed to front end store managers in that state, as well as the retailer’s information technology department. The group is working together to correct the sales tax calculation error in the retailer’s point-of-sale system.

This data empowered the retailer to respond to an issue they were previously unaware of, and keep an innocent error from souring the customer relationships it spent years to build.

If you’d like to learn more about this technology, or layer it on top of your existing VoC data, take a look at Discover for yourself.

Six Things You Missed at CX Elevated 2017

For anyone that was unable to make it to this year’s CX Elevated conference, we’re sorry we missed you! Over the course of one week, we had the opportunity to speak with brands across different industries, learn how others are using the InMoment platform to solve business problems, and share best practices for creating loyal and satisfied customers.

Here are a few of the big takeaways from the week:

1. InMoment got a new CEO.

We are excited to introduce Andrew Joiner as InMoment’s new Chief Executive Officer. With past experience in high-growth, market-leading SaaS organizations, Joiner will build on InMoment’s financial strength, technology, and the market opportunity. John Sperry, former CEO and founder, will act as chairman of InMoment’s board of directors, and will focus on future innovation for the company.

2. We launched an amazing solution called Discover.

Discover™ is a first-of-its-kind analytics tool that produces a new level of CX intelligence.

Using InMoment’s advanced analytics technology, Discover dives deep into CX data to uncover statistically significant patterns, trends, and anomalies. The tool then routes the information to the right people across the organization. With this real-time intelligence, leaders in every corner of the business can take appropriate action immediately to avoid damage to their brands and capitalize on opportunities.

3. Dan Pink taught us how to influence others effectively.

Pink, author of three New York Times bestsellers, demonstrated the new ways leaders are persuading, influencing, and motivating others. He introduced and explained the power of overlooked techniques, such as perspective-taking, problem-finding, and using purpose as a motivator, and offered concrete steps to put these ideas into action.

4. Comcast, Ipsos, and McKinsey & Co nailed it in the Executive Leadership track.

Graham Tutton, Vice President of Customer Insights at Comcast, presented best practices for identifying and connecting customer and financial interests for maximum stakeholder value.

Jon Atkin, Senior Vice President at Ipsos Loyalty, discussed practical advice on what it takes for an organization to become truly customer-centric, creating buy-in and alignment from the top down.

Victoria Bough, Measurement Expert at McKinsey & Co., discussed how InMoment’s technology is supporting and elevating brands’ ability to more effectively understand, improve, and leverage customer journeys.

5. A Forrester analyst taught us how to power employee behavior change.

Samuel Stern, an analyst at Forrester, discussed how organizations utilize the feedback from customers and employees to guide customer-centric behavior change among employees. Stern explained just how significant company culture is to customer experience outcomes, emphasizing that individual behavior change is at the heart of any culture change.

6. Our ridiculously fun Snow Day.

With a packed week of CX information and best practices, we were happy to sneak away for a relaxing afternoon at Snowbird Resort and Lodge. Attendees were able ski our world-famous slopes, unwind with a trip to the spa, or enjoy other snow activities like snowmobiling and snowshoeing. What’s a trip to Utah without experiencing the Greatest Snow on Earth?

We hope to see you next year!

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