2020 asked us to step up our game—a lot. In fact, it seems as if the last year actually consisted of multiple years, with January and February feeling like they were light-years ago. Organizations have had to pivot multiple times since March in order to navigate the Coronavirus, but savvy brands have found a secret weapon: Experience Improvement (XI) initiatives.
XI initiatives provide a pathway for brands to not only listen to how customers are feeling about specific experiences (like COVID-19 specific policies, curbside pickup, etc.), but also to understand what actions they need to take to improve those experiences in a timely manner. In a way, a well-designed program serves as a roadmap in uncharted territory.
But how do you successfully set up such a program? Well, you’ve come to the right place for the answer. The InMoment XI Blog is your go-to place for everything Experience Improvement, from how-to’s, to what’s next, and even stories of rockstar brands.
Here are a few of our favorite blogs from 2020 at a glance:
Top Five 2020 Blogs for Experience Improvement
- What Does Customer Experience Look Like in the World of Coronavirus
- How to Ensure Successful Survey Design during a Pandemic
- 3 Powerful Ways to Create Engaging Transactional Customer Surveys
- How to Truly Understand Customer Needs, Wants, and Expectations
- Why Market Research is Vital to Your CX Program in Times of Crisis (and Beyond!)
What Does Customer Experience Look Like in the World of Coronavirus
This was our flagship piece of thought leadership on Coronavirus best practices. Though our experts Jim Katzman and Eric Smuda authored this piece in March, these best practices are still incredibly vital for brands going into 2021. After all, we still have a few more months until the vaccine can be distributed widely enough!
Click here to get the low-down on the top five ways brands can leverage their experience programs in their COVI-19 strategy.
How to Ensure Successful Survey Design during a Pandemic
One of the most common questions clients asked our expert practitioners in 2020 was, “should we alter our survey because of Coronavirus precautions?”
Their answer: it depends. More specifically, there are three factors brands should consider before making changes to their survey. You can read about them here.
3 Powerful Ways to Create Engaging Transactional Customer Surveys
A successful listening approach has multiple surveys with specific purposes. One of the most necessary for understanding the experience at different touchpoints is the transactional survey.
But as it goes with everything, there are best practices, and there are practices that can stop productivity in its tracks. In this blog, we have three specific strategies you can employ for engaging, intelligence-gathering, action-inspiring transactional surveys. Check it out here!
How to Truly Understand Customer Needs, Wants, and Expectations
How do you deliver incredible experiences that make customers eager to come back for more? You first need to understand what customers expect from your brand. This is one of the fundamental functions of an Experience Improvement initiative; it is also one of the most powerful ways your program can positively impact your bottom line.
In this article on the XI InMoment Blog, strategist Eric Smuda walks you through the process he employs to help our clients understand their customers. Read more here.
Why Market Research is Vital to Your CX Program in Times of Crisis (and Beyond!)
The thing about unprecedented situations is that the information you need to guide your efforts will not be in your existing data. That means that times of crisis are the best time to turn to a market research solution.
In this article, Strategic Insights Team expert Radi Hindawi discusses the power of market research and three rules for brands looking to weave it into their strategy. You can find it here.
We hope you have enjoyed the content on the XI InMoment Blog this year, and our team is looking forward to bringing you even more thought leadership, best practices, and customer stories in 2021!