To help Ohio Mutual stand out from the competition in the minds of its independent agent partners and its policyholders, the company worked with InMoment to implement a formal Voice of the Customer (VoC) program.
Hyundai Australia partnered with InMoment to identify the key stages of its customers’ service experiences and understand what really enabled better outcomes for both the customer and the business. By collecting and analyzing feedback, InMoment identified a gap that was both a major pain point for customers and a missed business opportunity for Hyundai.
TELUS realized that, in order to get detailed feedback from their customers, it needed to ask the right questions. Establishing a customer-centric identity was the first step it took after selecing InMoment as a partner. TELUS designated a cross-functional team with executive support that took turned its program from fragmented to world-class.
When First National Bank partnered with InMoment, their CX program’s goal was to reach all the touchpoints where customers interact with their brand. Journey mapping enlightened First National Bank to their customer’s unique experiences, and opened the doors for improvements and solutions to be implemented organization wide.
Vivint Solar knew it needed a more unified and comprehensive perspective of the customer experience throughout every touchpoint and channel possible. With InMoment’s strategic services and expertise, the brand was empowered to create and implement a more thoughtful and innovative approach to customer feedback, while simultaneously boosting the bottom line.
After establishing their CX team, Chevron Federal Credit Union chose InMoment as a partner to provide both strategic consulting and a CX technology solution. Chevron FCU’s goal was to stay commited to their members by gathering feedback and using text analytics to tap into their members’ journey.
Volvo shifted its perspective from seeing the “car as the customer” and instead began to focus on customers as real people. They based their CX program around the acknowledgment that each person who enters a dealership (including employees) have life circumstances happening behind the scenes that can’t be seen from the surface.
Foot Locker is no stranger to the challenge of too much data. The brand had loads of customer behavior intelligence, but this data was coming from so many sources that it was hard to see the big picture. Teaming up with InMoment, Foot Locker was able to consolidate all of its Voice of Customer programs and operational data into one platform, giving it the intelligence needed to create a unique experience for every customer.
Hawaiian Airlines leads all other U.S. carriers in both local ontime performance and number of American gateway city flights to Hawaii, but needed assistance making sense of its CX data and reaping meaningful change from that intelligence. After partnering with InMoment, Hawaiian Airlines improved operations, refined its marketing strategy, and attained a full understanding of its CX ecosystem. This resulted in much more effective business actions and prestigious industry and consumer recognition.
Selecting a different region will change the language and content of inmoment.com