Stop Reacting and Start Designing: Predictive Analytics Comes to CX

  • June 10 2016
  • Loyalty Management: Articles

Customer Experience (CX) requires a sophisticated understanding of your customers. The first step in this understanding is identifying and addressing pain points, and creating a sense of transactional ease. And while having an effective triage...Read More

Will Marketing Kill CX?

  • April 01 2016
  • Loyalty Management: Articles
  • Kristi Knight, CMO

Somewhere, someone is dreaming about being a marketer who drives millions of people toward their brand. As a chief marketing officer, I’d like to say I was that someone, but I wasn’t. In fact, I took only one marketing class during...Read More

Video Feedback Adds New Dimensions to Customer Experience Feedback

  • February 02 2016
  • Loyalty Management: Articles

Truly listening to and understanding what their customers are saying is one of the most enduring challenges for brands. New channels of engagement and changing customer habits have combined with rapidly developing technologies to give people more...Read More

Pizza Hut Receives Brand Loyalty Through Consumer Trust

  • September 01 2015
  • Loyalty Management: Articles

In a recent QSR benchmark study from InMoment, Pizza Hut was the only large brand that stood out for food satisfaction, value, and brand loyalty.Loyalty360 caught up with Doug Terfehr, Pizza Hut’s Public Relations Director, to find out what...Read More

5 Tips for Better Social Listening

  • August 03 2015
  • Loyalty Management: Articles

All customer feedback, regardless of the source, should be treated as the infinitely valuable resource it is. And because of its public and immediate nature of social conversations, taking a strategic approach to listening and responding to this...Read More

InMoment Illuminates the Path to an Authentic Customer Experience

  • July 01 2015
  • Loyalty Management: Articles

People are increasingly demanding authentic customer experiences, and this is changing the way many brands are developing and maintaining customer relationships. To succeed, brands must now build more honesty, transparency, personalization, and...Read More

InMoment’s Two New Customer Experience Tools Take Brands Beyond the Metrics

  • June 01 2015
  • Loyalty Management: Articles

InMoment, a customer experience optimization platform, is always trying to innovate around the customer. In keeping with that theme, the company recently launched two new and exciting tools: Global Text Analytics and The CX Analyst Tool.Moving...Read More

Customer Experience Disconnects: 5 Steps to Creating the RIGHT Customer Experience

  • May 01 2015
  • Loyalty Management: Articles

Customer Experience is maturing. I rarely hear the phrase “customer service” anymore, and most business leaders know what acronyms like CX and VoC mean – without even Googling them.However maturing is a verb that indicates a...Read More

Sit Down… and Listen

  • February 10 2015
  • Loyalty Management: Articles

“Everybody is a teacher if you listen.”Every once in a while you come across an unexpected bit of wisdom. The above pearl is from actress Doris Roberts, who is best known as the cranky mother-in-law on the television comedy series...Read More

Behind the Brand with Lonnie Mayne, InMoment

  • December 01 2014
  • Loyalty Management: Articles

Lonnie has spent his entire career helping companies focus on the human side of doing business. Whether it’s building a healthy culture for internal teams, or centering decisions around customers and their needs, Lonnie is laser-focused on...Read More

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