The Silicon Review
Mobile technologies, in conjunction with GPS and similar satellite systems, is changing the way communication works across the globe – and is changing the way that brands connect to their customers. The tech companies that run the mobile apps, services and software that we use on our smartphones every day continue in a race for dominance. Their goal is to keep users engaged more than their competitors, and they’re offering free services, better and more relevant recommendations, and even trying to predict what users will do or need before they need it.
Most businesses that sell products and services directly to consumers haven’t tapped into fight for mobile dominance to build better engagement with their own customers. We are thrilled to present MomentFeed, the leader in mobile customer experience management for multi-location brands.
The company's cloud-based software platform enables multi-location brands to make their nearest location the best choice for every mobile customer. The modular Mobile Customer Experience management platform helps organizations manage consumer engagement at the individual store level, creating a digital experience that is more authentic, relevant and engaging for consumers – it makes every retail location feel like a real neighborhood store.
With an integrated management and reporting system that spans multiple channels including mobile search, social media, digital advertising and customer care, the MCX platform helps continuously and predictably capture more in-store sales for retailers, restaurant chains, banks, auto dealers, insurance companies and other franchised and corporate-owned multi-location businesses. MomentFeed was founded in 2010 and is headquartered in Santa Monica, California.
Interview Excerpt:Robert Blatt, CEO
Why was the company set up? How did you select the vertical and decide to be a part of the global platform?
MomentFeed’s vision has beento empower multi-location businesses to continuously and predictably capture more sales through mobile. The company started by helping these multi-location brands to get on the map. The first product and services helped place and verify exact latitude and longitude coordinates for every location, and ensure those showed up correctly on mapping services so automotive and mobile phone navigation systems could effectively help consumers drive to them. Building on that core principal of the location being the main point of contact with consumers, MomentFeed has evolved to add more and more digital marketing and customer engagement services for each location, while building a centralized view of all digital marketing activities across all stores.
The company has forged deep relationships with the largest technology providers including Google, Facebook, Apple, Yelp, Snapchat, Bing and TripAdvisor because most consumer engagement on mobile happens through those networks. And MomentFeed continues to help brands influence decisions at every point in today’s mobile customer journey.
What were the grounds on which you have expanded your company and its offerings over the years?
Since the early days of the company, MomentFeed has made significant investment in employees and employee development, and believes that driving success starts with a company culture based on our core values of authenticity, partnership, excellence, and innovation. The company has incorporated these values into every aspect of their business including strategy, decision-making, employee recognition programs, hiring criteria, and with key internal initiatives as well as with client and partner relationships.
Taking care of our clients and empowering them to achieve their goals is job one. To that end, the company has added more solutions to address more points in the mobile customer journey, including the management of more digital marketing channels: SEO, SEM, digital advertising, customer relations, social media, social listening and more.
What do you feel are the reasons behind your consistence growth as an organization?
MomentFeed’s mission is to be the best partner our clients have ever had, and the best place our employees have ever worked. While management helps set the overall direction and tone when it comes to creating great culture, our team of amazingly talented and caring employees are the ones who deserve most of the credit as they truly make this one of the best places to work in all of Los Angeles.
What challenges did you face in your initial years? What can your peers learn from it?
One of the first challenges the company faced was convincing multi-location brands that their individual locations mattered more than their national presence. Facebook allowed brands to setup a company page about 10 years ago. This is how most brands still communicate with their followers. But a few years ago, Facebook and others enabled user check-ins and local pages were born. Local pages, it turns out, now have 85% more engagement and visibility than company pages for brands that have actual store locations. Consumers feel more connected to them because it’s their corner store, not some amorphous corporation somewhere. This change wasn’t visible to most brands because they didn’t track engagement on their local pages, although it was obvious from our data analysis since we have an overview of a brand’s entire digital presence.
How well do your employees know their role in contributing to the team’s and company’s success?
We have established a culture that enables individuals to leverage their strengths while also collaborating and learning from others. We have a start-up culture and we expect employees in every role to innovate, to make things better, to make a difference. And we always put our clients first – if we don’t make them successful and help them meet their goals, we can’t be successful. Our team really makes our clients feel special, and we really help each one of our measurably increase their sales revenue.
We continue to hire smart problem solvers that want to help the company be successful, because when the company is successful, everyone can grow. We actively turn down job applicants who don’t exhibit this quality and are focused on self-promotion, rather than working as a team. At the same time, our employees are gaining exposure to other people and parts of the business that fosters their growth by allowing them to explore and expand their skill set and ultimately the value they add to the company.
MomentFeed has been recognized as one of the “Best Places to Work in Los Angeles” by the Los Angeles Business Journal.
Meet the CEO
Robert Blatt: Robert serves as the Chairman and CEO of MomentFeed and has more than 25 years of senior management experience across telecommunications, enterprise software, business-to-consumer and SaaS companies.
Heading MomentFeed for over 5 years, Robert is focused on helping some of the most popular brands learn to take advantage of mobile and digital marketing. His previous experience in leadership roles has successfully transformed visions into reality at many companies because of his constant focus on customer success, flawless execution and innovative teams.