{"id":10557,"date":"2020-09-05T22:14:55","date_gmt":"2020-09-05T22:14:55","guid":{"rendered":"http:\/\/prodim2020.wpengine.com\/services\/"},"modified":"2023-11-10T17:01:55","modified_gmt":"2023-11-11T00:01:55","slug":"services","status":"publish","type":"page","link":"https:\/\/inmoment.com\/en-gb\/services\/","title":{"rendered":"Services"},"content":{"rendered":"
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Strategic Services<\/h2>\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\t

Customer Experience Improvement<\/h4>\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\t

Business is changing rapidly, but companies are still running the same experience programmes they implemented three, five, or even ten years ago. They are trying to solve problems that can\u2019t be solved by technology alone. True innovation often requires a human touch.<\/p>\n

Yes, we\u2019re experts in CX, EX, and MX, but more importantly\u2014we\u2019re experts in human behaviour. Our data scientist- and PhD-led Strategic Insights team goes beyond technology to help companies recognise and prove the power and value of experience initiatives.<\/p>\n<\/div>\n\n\t\t\t\t\n\t\t\t<\/div> \n\n\t\t<\/div>\n\n\t<\/section>\n\n\n\n

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Journey Mapping<\/h5>\n\n\t\t\n\t\t\t\t\n\t\t\t\t

Predict and Plan for Emerging Customer Journeys<\/h3>\n

Remember when you could enter a store, purchase a product, and be on your way? Neither can we. Customer journeys can change and the only guarantee is that today\u2019s journey looks nothing like yesterday\u2019s\u2014and tomorrow\u2019s will certainly be something new. Our journey mapping workshops help you predict and plan for these changes, so while your competitors are scrambling to adapt, you\u2019re prepared to meet the evolving needs of the market.<\/p>\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\n\t\t<\/div>\n\n\t\t

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Governance<\/h5>\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t

Create an Experience Improvement Rule Book <\/h2>\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t

Putting an experience strategy in place is a great first step, but without the proper alignment, expectations, and processes in place, impact will be limited. From executive oversight to standardised processes to frontline coaching, our Experience Governance Playbook gives structure to your programme by helping everyone understand their specific role in experience delivery.<\/p>\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\n\t\t\t

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If your customer experience strategy is your game plan, then the governance discipline supplies your referees and your rule book.\u201d<\/strong><\/h2>\n\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t

Outside In, Forrester Research<\/p>\n\t\t\t\t\n\t\t\t<\/div>\n\n\t\t<\/div>\n\t<\/section>\n\n\n\n

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PROGRAMME DESIGN<\/h5>\n\n\t\t\n\t\t\t\t\n\t\t\t\t

Refresh and Revitalise<\/h3>\n

When\u2019s the last time you revamped your experience programme? Have insights dried up? Losing support and engagement? Feeling stale? Your experience strategy should align with overall company goals and brand promise. Through in-depth whiteboarding sessions, our expert practitioners will review your programme through the lens of experience improvement, identify opportunities, and recommend actions to improve intelligence and boost ROI.<\/p>\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\n\t\t<\/div>\n\n\t\t

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SURVEY EXPERIENCE OPTIMISATION<\/h5>\n\n\t\t\n\t\t\t\t\n\t\t\t\t

Feedback is an Extension of Your Brand<\/h3>\n

Most survey builders lack a solid understanding of best practices around survey design. They ask too many or too long questions, reducing engagement and response rates. Plus, poorly written questions provide skewed results leading to weak or inaccurate signals. Our data scientists use Survey Experience Optimisation (SEO) to improve both the user experience and the data quality by analysing your surveys and optimising for clicks, length, and branding. <\/span><\/p>\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\n\t\t<\/div>\n\n\t<\/div>\n\n<\/section>\n\n\n

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VOICE OF THE EMPLOYEE<\/h5>\n\n\t\t\n\t\t\t\t\n\t\t\t\t

Give Employees a Voice<\/h3>\n

The employees\u2019 perspective on improving delivery of customer experience\u2014known as Voice of Employee\u2014 provides brands with a unique look into customers\u2019 experiences, emotions, delights, and struggles. VoE listening posts can be implemented at established touchpoints and intervals, leveraged through ad hoc invites and \u201calways open\u201d portals, or built into your closed loop process for real-time understanding of issue resolution and root cause. Our experts will help you develop a listening strategy, analyse the results, and craft action plans to improve customer retention, reduce costs, and drive revenue.<\/span><\/p>\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\n\t\t<\/div>\n\n\t\t

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MODERN MARKET RESEARCH<\/h5>\n\n\t\t\n\t\t\t\t\n\t\t\t\t

Ready to Disrupt the Market?<\/h3>\n

While traditional focus groups may be a thing of the past, market research is certainly not dead. Global panels help companies answer detailed questions with industry-specific insights straight from the minds of consumers. In a world where a single tweet can make or break a brand\u2014and consumer sentiment reigns supreme\u2014competitive benchmarking, market assessment, and brand perception studies help identify consumer needs and validate expectations. Whether it\u2019s customer acquisition, growth, or retention you\u2019re after, our expert research design team will help build the solution that\u2019s right for your business.<\/p>\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\n\t\t<\/div>\n\n\t<\/div>\n\n<\/section>\n\n\n\n

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Segmentation<\/h5>\n\n\t\t\n\t\t\t\t\n\t\t\t\t

One Size Does Not Fit All<\/h3>\n

While personalisation is all the rage in CX, understanding the needs and desires of each individual customer is simply not feasible. That\u2019s where segmentation comes in. Our expert team will provide detailed personas for each segment in your industry or current customer base, identify which are most valuable, and recommend communication and action plans to acquire and grow each group. <\/p>\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\n\t\t<\/div>\n\n\t\t

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ATTRITION AND RETENTION STUDY<\/h5>\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t

Understand and Reduce Churn<\/h2>\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t

Why do customers leave? More importantly, why do they stay? Whether a customer defects due to poor service or pricing, or is enticed by a competitor\u2019s new or unique offering, churn is costly. Silver lining? It creates an ideal opportunity to understand the variables that impact attrition so you can proactively identify potential detractors moving forward. An attrition study helps you implement strategies to deliver more of what customers love and less of what they dislike, so your competitors\u2019 attempts to woo your customers become futile.<\/p>\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\n\t\t\t

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One in three consumers (32%) say they will walk away from a brand they love after just one bad experience.”<\/strong><\/h2>\n\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t

PWC<\/p>\n\t\t\t\t\n\t\t\t<\/div>\n\n\t\t<\/div>\n\t<\/section>\n\n\n

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TRUE DRIVER ANALYSIS <\/h5>\n\n\t\t\n\t\t\t\t\n\t\t\t\t

Not All Experiences are Created Equal<\/h3>\n

It\u2019s impossible to make every experience perfect, and that\u2019s okay. What\u2019s important is understanding the moments that matter to your customers and employees\u2014and ensuring they hit the mark. Our proprietary True Driver Analysis helps you understand what elements of the experience have the greatest impact on the outcomes you care about and how to prioritise those variables.<\/p>\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\n\t\t<\/div>\n\n\t\t

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EMPLOYEE MILESTONE SUCCESS<\/h5>\n\n\t\t\n\t\t\t\t\n\t\t\t\t

Hang the Streamers and Cut the Cake!<\/span><\/h3>\n

There\u2019s nothing better than celebrating a work anniversary! Tenured employees bring extensive knowledge and expertise and tend to develop valuable relationships and rapport with customers. Plus, when employees stay, you\u2019re not spending hundreds of thousands of pounds recruiting, interviewing, and training new employees. Our solution combines key employee lifecycle surveys with strategic analytics to identify where and why employees are becoming disengaged and unfulfilled\u2014and the actions to take to keep them motivated and productive\u2014before it\u2019s too late. <\/p>\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\n\t\t<\/div>\n\n\t<\/div>\n\n<\/section>\n\n\n

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LEADERSHIP DEVELOPMENT PROGRAMME<\/h5>\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t

Engage and Empower Tomorrow\u2019s Leaders<\/h2>\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t

They say employees don\u2019t leave companies\u2014they leave managers. That\u2019s why it\u2019s critical to develop effective leaders at every level of your organisation. Our Leadership Development Programme helps create self-awareness and operationalises the learnings through targeted coaching and action planning sessions that focus on opportunities and roadblocks for each individual. The result? Empowered leaders prepared to thoughtfully and effectively guide their teams.<\/p>\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\n\t\t\t

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92% of employees said that they would be more likely to stay with their job, if their bosses would show more empathy.<\/strong><\/h2>\n\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t

Businesssolver, The State of Workplace Empathy<\/p>\n\t\t\t\t\n\t\t\t<\/div>\n\n\t\t<\/div>\n\t<\/section>\n\n\n

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DYNAMIC ACTION PLANNING<\/h5>\n\n\t\t\n\t\t\t\t\n\t\t\t\t

Move Beyond Insights<\/span><\/h3>\n

Insights without action are just that, and experience programmes typically stall when brands don\u2019t know what actions to take or even how to garner support and engagement. Our experience transformation experts will not only help you identify impactful initiatives, but will guide the change management and engagement process required to make experience improvement a part of every employee\u2019s daily routine.<\/p>\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\n\t\t<\/div>\n\n\t<\/div>\n\n<\/section>\n\n\n

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FINANCIAL LINKAGE ANALYSIS<\/h5>\n\n\t\t\n\t\t\t\t\n\t\t\t\t

Prove the Impact of Experience Improvement<\/span><\/h3>\n

Raise your hand if you\u2019ve been asked to prove the impact of your experience initiatives. While anyone can assume improvements in NPS and OSAT have a positive impact on revenue, quantifying it is another story. Whether it\u2019s acquisition, growth, retention, or reducing cost-to-serve you\u2019re after, our experts will help design a programme that aligns with your goals\u2014and measure impact every step of the way.<\/p>\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\n\t\t<\/div>\n\n\t\t

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Predictive Analytics<\/h5>\n\n\t\t\n\t\t\t\t\n\t\t\t\t

Your Own Personal Crystal Ball<\/span><\/h3>\n

If you\u2019re making all of your decisions based on lagging indicators, you\u2019ll always be a step behind. Predictive analytics give you a crystal ball into which locations are likely to miss sales goals, which customers are positioned to churn, and which segments are ripe for growth. From forecasting, to customer churn, to employee attrition, by constantly analysing patterns in diverse data sources, you\u2019re able to make proactive rescues and take advantage of emerging opportunities before it\u2019s too late.<\/p>\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\n\t\t<\/div>\n\n\t<\/div>\n\n<\/section>\n\n\n\n

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\n\t\t\t\t\t\t\t\t\tSee ROI in\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\tHalf the Time\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\n\t\t\t\t\t\t\t\t<\/h2>\n\n\t\t\t\t\t\t\t

InMoment\u2019s integrated CX approach increases customer lifetime value and bottom line performance in just 12 months, significantly faster than the industry average of 25 months!<\/p>\n\t\t\t\n\t\t\t\t\t\t\t

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Learn More About InMoment<\/h3>\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t
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