The booming topic of conversation lately has been the competitive advantage that non-traditional pharmacies (big-box retailers and grocery stores, for instance) have over traditional chain pharmacies. I have always wanted to peel back the layers of the pharmacy industry and determine...Read More

We can define “competitive leaders” in every industry—brands that have captured the market by differentiating themselves on several levels from other direct and indirect competitors.In every client presentation or webinar I’ve ever done, I try to remind the audience that...Read More

Understanding your customers can be a difficult task. No one would blame you for feeling like they’re not always on your side. The truth, though, is that customers are actually quite positive and helpful by nature.Customers are people who have chosen to “consume” your product or...Read More

Our business revolves around listening. Specifically, it revolves around empowering business organizations to listen to their customers on a scale and in a manner that drives improvement. And, as much as large-scale listening methods can start to sound like just “cold technology&rdquo...Read More

Wade through the Digital NoiseYour customers have a voice, and they want you to hear it. Unfortunately, in the digital age we live in, customer stories can get lost in the deluge of social media unless organizations are properly equipped and prepared to listen.Based on an article originally...Read More

A Rare BreedA good leader can change an organization. A great leader can change history. Because leaders throughout history have had—and continue to have—such great influence over those around them, it’s not all that shocking that the qualities and traits of great leaders have...Read More

5 Sources of Actionable Insight Every B2B Organization Needs to TapIn a previous blog entry, “Mind Your Q’s: The Two Types of Actionable Information,” we discussed the differences between quantitative and qualitative information. In this entry, we’re going to talk about...Read More

We live in a world that is all talk. With social media platforms everywhere and growing, more and more people are chatting 24/7. When it comes to business, customers don’t want to be talked at; rather, they want to connect with their favorite brands knowing their voices are heard.Many...Read More

For ages, the general “rule of thumb” has been that consumers are influenced primarily by scarcity and demand—the need for inventory over everything else. However, this is an antiquated thought that fails to answer the key question of “value” in a modern, and highly...Read More

Customer experience (CX) programs take more than good fortune to succeed. In fact, luck usually doesn’t factor in at all. In CustomerThink’s recent report, “Gaining a Competitive Edge by Optimizing B2B Customer Experience,” researchers found that certain CX practices give...Read More

In a B2B landscape where 9 out of 10 managers rate “fostering long-term relationships” as one of their top three priorities for their CX initiatives, it’s no wonder the best benefits support the long view. Our recent study conducted with CustomerThink, “Gaining a...Read More

As a “one-two punch” to win competitive battles, the vast majority of B2B companies are pursuing excellence in their solution offerings and the experiences they provide. That second punch of improving the customer experience is a key competitive strategy, but as shown in a recent...Read More

Although collecting a sufficient amount of customer feedback poses its own challenge, actually mining actionable insights out of that customer information creates the largest obstacle for organizations to overcome.To be actionable, customer information needs to be either qualitative or...Read More

Benchmark studies are interesting animals. The primary take-away most brands look for are the ranking to find out where they sit on the competitive battlefield, and especially how they’re faring in the blood feuds against their chief nemeses.InMoment recently completed its 2015 Retail...Read More

Today’s companies stretch across the globe, spanning countries, cultures, and languages. To be successful in this ever-changing market, businesses must be able to understand their customers and quickly respond to their unique needs.Unstructured feedback in the form of comments is invaluable...Read More

Customer loyalty has become more elusive in the past few years. As customers seem to shop solely based on the best deal, it can be difficult for retailers to build a loyal customer base and leaves many wondering if customer loyalty is even worth the effort.However challenging it may be for...Read More

Employee engagement has become a distinctive trait of successful companies in today’s age of the customer. It has proven effective, too, when measured in the workforce with clear links to positive business results and performance outcomes such as customer ratings, profitability...Read More

More than two decades after the first secure online purchase, the “bricks to clicks” revolution continues to transform the world of retail. In their forecast of the global retail market, eMarketer predicts that 8.8% of worldwide retail purchases will be digital by 2018. Does that mean...Read More

Voice of the Customer (VoC) programs help organizations at every level to not only know how customers feel about their brand experience but why they feel the way they do. Technology advances in today’s tools, such as local VoC data and text analytics, help brands glean important insights...Read More

As guest experience experts and consumers of food, we can say with a comfortable level of certainty that food is indeed one way to the heart. What we can say with even more certainty, however, is that guest centricity is the way to the heart and everything else related to business success.In a...Read More

What does the word “value” mean to you? In the world of buying and selling, it used to simply communicate a fair exchange. A retailer provided a product. A customer paid a reasonable price. The product worked as promised. Everybody won. But it’s not quite that simple anymore...Read More

Gathering feedback is only part of the customer experience (CX) equation. Before your brand can even begin to collect feedback, it needs to engage both its customers and employees. That task is easier said than done, though.  Based on a recent InMoment-commissioned report by CGA Peach, we...Read More

On top of our Voice of Customer (VoC) technology, InMoment supports a consumer insights panel and a team of data scientists who conduct regular research on a range of customer experience topics.We recently completed a study asking 644 North American consumers to rank six emerging elements of...Read More

The customer experience is a team effort, so it takes an enterprise-wide investment to improve it. You’ll need the support of your peers, partners, and uppers. (You already have ours.) Successfully pitching and pushing any business initiative to your mates—even something so...Read More

We’re well-intentioned. Really, we are. We Customer Experience professionals are passionate about customers and want to do everything within our power to improve their experiences. But in our rush to connect with our customers, we may actually be driving them away.Understanding the customer...Read More

While many companies operate under the model of “If we build it, they will come,” the most successful companies know it’s essential to understand and actively engage with a targeted customer base.At InMoment, we believe that no one owns the customer, but instead that everyone...Read More

While meteorologists argue over forecasts for May, recent glimmers of warmer weather have increased our hopes for a sunny spring and a repeat of last summer’s heat wave. With two bank holidays to look forward to, this could be very welcome news for operators in the leisure and...Read More

The inexorable rise of mobile technology continues to shape the way we shop, dine out and use our leisure time. According to the latest figures from e-tail industry body IMRG and advisory firm Capgemini, while total online sales rose 18% year-on-year in December to £11.1bn, sales via mobile...Read More

Nan Russell, head of our Global Centre of Excellence, offers her expert advice to set your international customer experience management (CEM) programme on the right path and ensure your brand doesn’t get ‘lost in translation’.The potential of going global with a brand is often...Read More

The booming topic of conversation lately has been the competitive advantage that non-traditional pharmacies (big-box retailers and grocery stores, for instance) have over traditional chain pharmacies. I have always wanted to peel back the layers of the pharmacy industry and determine...Read More

We can define “competitive leaders” in every industry—brands that have captured the market by differentiating themselves on several levels from other direct and indirect competitors.In every client presentation or webinar I’ve ever done, I try to remind the audience that...Read More

Understanding your customers can be a difficult task. No one would blame you for feeling like they’re not always on your side. The truth, though, is that customers are actually quite positive and helpful by nature.Customers are people who have chosen to “consume” your product or...Read More

Our business revolves around listening. Specifically, it revolves around empowering business organizations to listen to their customers on a scale and in a manner that drives improvement. And, as much as large-scale listening methods can start to sound like just “cold technology&rdquo...Read More

Wade through the Digital NoiseYour customers have a voice, and they want you to hear it. Unfortunately, in the digital age we live in, customer stories can get lost in the deluge of social media unless organizations are properly equipped and prepared to listen.Based on an article originally...Read More

A Rare BreedA good leader can change an organization. A great leader can change history. Because leaders throughout history have had—and continue to have—such great influence over those around them, it’s not all that shocking that the qualities and traits of great leaders have...Read More

5 Sources of Actionable Insight Every B2B Organization Needs to TapIn a previous blog entry, “Mind Your Q’s: The Two Types of Actionable Information,” we discussed the differences between quantitative and qualitative information. In this entry, we’re going to talk about...Read More

We live in a world that is all talk. With social media platforms everywhere and growing, more and more people are chatting 24/7. When it comes to business, customers don’t want to be talked at; rather, they want to connect with their favorite brands knowing their voices are heard.Many...Read More

For ages, the general “rule of thumb” has been that consumers are influenced primarily by scarcity and demand—the need for inventory over everything else. However, this is an antiquated thought that fails to answer the key question of “value” in a modern, and highly...Read More

Customer experience (CX) programs take more than good fortune to succeed. In fact, luck usually doesn’t factor in at all. In CustomerThink’s recent report, “Gaining a Competitive Edge by Optimizing B2B Customer Experience,” researchers found that certain CX practices give...Read More

In a B2B landscape where 9 out of 10 managers rate “fostering long-term relationships” as one of their top three priorities for their CX initiatives, it’s no wonder the best benefits support the long view. Our recent study conducted with CustomerThink, “Gaining a...Read More

As a “one-two punch” to win competitive battles, the vast majority of B2B companies are pursuing excellence in their solution offerings and the experiences they provide. That second punch of improving the customer experience is a key competitive strategy, but as shown in a recent...Read More

Although collecting a sufficient amount of customer feedback poses its own challenge, actually mining actionable insights out of that customer information creates the largest obstacle for organizations to overcome.To be actionable, customer information needs to be either qualitative or...Read More

Benchmark studies are interesting animals. The primary take-away most brands look for are the ranking to find out where they sit on the competitive battlefield, and especially how they’re faring in the blood feuds against their chief nemeses.InMoment recently completed its 2015 Retail...Read More

Today’s companies stretch across the globe, spanning countries, cultures, and languages. To be successful in this ever-changing market, businesses must be able to understand their customers and quickly respond to their unique needs.Unstructured feedback in the form of comments is invaluable...Read More

Customer loyalty has become more elusive in the past few years. As customers seem to shop solely based on the best deal, it can be difficult for retailers to build a loyal customer base and leaves many wondering if customer loyalty is even worth the effort.However challenging it may be for...Read More

Employee engagement has become a distinctive trait of successful companies in today’s age of the customer. It has proven effective, too, when measured in the workforce with clear links to positive business results and performance outcomes such as customer ratings, profitability...Read More

More than two decades after the first secure online purchase, the “bricks to clicks” revolution continues to transform the world of retail. In their forecast of the global retail market, eMarketer predicts that 8.8% of worldwide retail purchases will be digital by 2018. Does that mean...Read More

Voice of the Customer (VoC) programs help organizations at every level to not only know how customers feel about their brand experience but why they feel the way they do. Technology advances in today’s tools, such as local VoC data and text analytics, help brands glean important insights...Read More

As guest experience experts and consumers of food, we can say with a comfortable level of certainty that food is indeed one way to the heart. What we can say with even more certainty, however, is that guest centricity is the way to the heart and everything else related to business success.In a...Read More

What does the word “value” mean to you? In the world of buying and selling, it used to simply communicate a fair exchange. A retailer provided a product. A customer paid a reasonable price. The product worked as promised. Everybody won. But it’s not quite that simple anymore...Read More

Gathering feedback is only part of the customer experience (CX) equation. Before your brand can even begin to collect feedback, it needs to engage both its customers and employees. That task is easier said than done, though.  Based on a recent InMoment-commissioned report by CGA Peach, we...Read More

On top of our Voice of Customer (VoC) technology, InMoment supports a consumer insights panel and a team of data scientists who conduct regular research on a range of customer experience topics.We recently completed a study asking 644 North American consumers to rank six emerging elements of...Read More

The customer experience is a team effort, so it takes an enterprise-wide investment to improve it. You’ll need the support of your peers, partners, and uppers. (You already have ours.) Successfully pitching and pushing any business initiative to your mates—even something so...Read More

We’re well-intentioned. Really, we are. We Customer Experience professionals are passionate about customers and want to do everything within our power to improve their experiences. But in our rush to connect with our customers, we may actually be driving them away.Understanding the customer...Read More

While many companies operate under the model of “If we build it, they will come,” the most successful companies know it’s essential to understand and actively engage with a targeted customer base.At InMoment, we believe that no one owns the customer, but instead that everyone...Read More

While meteorologists argue over forecasts for May, recent glimmers of warmer weather have increased our hopes for a sunny spring and a repeat of last summer’s heat wave. With two bank holidays to look forward to, this could be very welcome news for operators in the leisure and...Read More

The inexorable rise of mobile technology continues to shape the way we shop, dine out and use our leisure time. According to the latest figures from e-tail industry body IMRG and advisory firm Capgemini, while total online sales rose 18% year-on-year in December to £11.1bn, sales via mobile...Read More

Nan Russell, head of our Global Centre of Excellence, offers her expert advice to set your international customer experience management (CEM) programme on the right path and ensure your brand doesn’t get ‘lost in translation’.The potential of going global with a brand is often...Read More