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NPSx and InMoment Announce Strategic Partnership

NPSx and InMoment Announce Strategic Partnership To Provide CX Practitioners With Broad Range of CX Solutions

 
Schedule a Demo

NPSx and InMoment Announce Strategic Partnership

NPSx and InMoment Announce Strategic Partnership To Provide CX Practitioners With Broad Range of CX Solutions

EMEA

Unboxing Foot Locker’s CX Revolution: Stepping Into the Future of Retail

Unboxing Foot Locker’s CX Revolution: Stepping Into the Future of Retail

Foot Locker, in collaboration with InMoment, has transformed its customer experience by actively listening to feedback and implementing cross-functional improvements. Their holistic approach captures insights from every touchpoint, including inactive shoppers, ensuring a comprehensive understanding of the customer journey.

Foot Locker excels in integrating Voice of Customer (VOC) insights across all departments. By aligning team-specific KPIs with overall CX goals, they create a cohesive strategy that enhances customer satisfaction and drives business growth.

Focused on data-driven strategies, Foot Locker identifies trends, addresses friction points, and refines approaches to deliver exceptional experiences. By monitoring various metrics, they influence customer behaviour, refine marketing strategies, and tailor offerings to evolving preferences, boosting brand loyalty and competitiveness.

This integrated CX strategy has transformed the shopping experience in over 2,500 stores across 40+ countries, leading to significant NPS improvements, enhanced customer acquisition, and increased brand loyalty.

Download the full story to learn more and apply these insights to your own business!

From Mailboxes to Mindsets: Navigating Tradition to Modern Customer Centricity

Swiss Post Ltd embarked on a transformative journey to redefine customer experience (CX), recognising the need for strategic alignment in a rapidly evolving landscape. Partnering with InMoment, Swiss Post integrated CX seamlessly into its corporate objectives, setting the stage for enhanced customer loyalty and operational refinement.

Key Highlights:

  • Cultural Transformation: Swiss Post underwent a cultural transformation to adapt to modern customer expectations, persuading management to prioritise customer feedback as fundamental to the core strategy.
  • Comprehensive Customer Insights: Collaborating with InMoment, Swiss Post gathered feedback from various touch points, including contact centres, parcel machines, and traditional post offices, gaining a comprehensive understanding of customer sentiments.
  • Expanded Services: Beyond traditional post offices, Swiss Post extended its services to include sales, aligning with the demands of the modern customer and enriching the customer experience.

The collaboration with InMoment yielded tangible results, enhancing overall customer experience, improving KPIs, and increasing customer satisfaction. Swiss Post remains steadfast in its commitment to enhancing all channels and fostering a customer-oriented culture.

Download the full story here!

Metro Bank’s Mission to Create Fans, not Customers

Metro Bank’s transformative journey from disrupting the banking norm to championing a customer-centric culture epitomises its commitment to creating fans. By integrating customer insights into every facet of their operations, Metro Bank continues to reshape the banking experience, emphasising empathy, understanding, and a resolute focus on their customers’ needs. Read our full client story to uncover how Metro Bank’s partnership with InMoment is resulting in a positive impact throughout their organisation.

Key Highlights include:

  • Positive Shift in NPS: Partnering with InMoment for their Experience programme resulted in a positive shift in Net Promoter Score (NPS), indicating increased customer satisfaction and loyalty.
  • Surge in Response Rates: Relocating surveys within the app led to a surge in response rates, allowing Metro Bank to gather richer data and insights.
  • Streamlined Operations: InMoment’s tools facilitated streamlined operations, enabling Metro Bank to act swiftly on insights and implement strategic changes.

Download the full story to uncover Metro Bank’s secrets to success!

Versicherungskammer Group, Insurance Customer Story

CX Innovation and Inspiration in the Insurance Sector

Investing in Employees Yields Results:
How Employees Are Driving Customer Satisfaction

Why Investing in Employee Satisfaction Pays Off

The Versicherungskammer Group is the largest public insurer in Germany and offers a wide range of products for the protection of life and property risks. 

In line with Versicherungskammer’s positioning, customer satisfaction has always been a focus. The firm has been using InMoment’s platform from the very beginning of their CX transformation journey and each year, more than 100,000 pieces of feedback is collected and analysed across all relevant customer journeys.

Read the full case study to find out how Versicherungskammer captures the link between employee and customer satisfaction and what measures it uses to increase employee satisfaction!

Driving Customer Experience Through Richer Intelligence

Sky replaced their existing feedback programme with a modern, up-to-date closed loop programme to react to customer feedback in real-time.

  • Call satisfaction increased by 6.1%
  • NPS increased by 6.4 points within six months
  • Perceived expertise of client advisors increased by 5.1%

Fully Automated Customer Experience Solution Supporting the Transformation into a Customer-Centric Firm

The Versicherungskammer Bayern (VKB) is one of Germany’s ten largest direct insurers and the country’s largest public insurer. The VKB’s fundamental aim is that of a thoroughly customer-centric organisation. To stay out front as an industry pioneer, the VKB anchored raising customer satisfaction as one of the company’s primary objectives.

“The goal behind the transformation plans is to get more closely aligned with the customer and understand the entire customer journey from the customer’s perspective, feeling what they feel and thinking what they think. Only then are we able to implement the improvements necessary to better meet our customers’ requirements.” -Holger Dahl, Marketing Strategy Director, VKB

Developing a Customer-Centric Organisation

DSV

DSV is one of the five largest transport and logistics companies in the world. Today, DSV has more than 300 push reports going out to their employees, sharing important insights in a continued effort to respond quickly and efficiently to their customers.

“We discovered that when the customers develop into ‘promoters’ we see a factor x2 on growth compared to the average customers. If we can increase our customer loyalty by just 10%, it will generate significant additional turnover.” -Anders Norman, Director of Customer Experience, DSV

Creating a Concise Feedback System to Improve Global Customer Experience

The British Council, established in 1934 and incorporated by Royal Charter in 1940, is registered as a charity in England, Wales and Scotland. The British Council is the UK’s international organisation for cultural relations and educational opportunities.

“With the support of InMoment’s team and their platform, we were able to set up a comprehensive yet easy to use survey and reporting tool. In a matter of seconds, the tool derives the characteristics associated with customer satisfaction and product quality, enabling us to identify areas for organisational improvements and as a result CX improvements.” -Pete Hogg, Director Customer Management, The British Council

Revolution Bars Group Partners with InMoment

Revolution Bars Group has been trading since 1996 and are a destination of choice for customers who value a premium yet fun drinks and food-led offering.

“Voice of Employee feedback is an essential element in truly understanding both employees and customers. Working with InMoment to understand customers and employees in such a holistic way is giving us a level of insight into our business we’ve never had before.”

TAP Portugal Partners with InMoment

TAP is Portugal’s leading airline. They have been crossing the skies since 1945 and currently carry millions of passengers to more than 90 destinations.

“The platform allows us to receive detailed, timely feedback analytics about each customer and flight. From these results we are perfectly able to go forward and develop customer experiences’ strategy.”

Petplan Partners with InMoment

Petplan is the most comprehensive pet insurance in one simple plan.

“We are constantly working to improve our operations and service. The InMoment experience management technologies are helping us to pinpoint opportunities where we can react quickly to improve our performance to increase new customer acquisitions and maintain policy renewals.”

Dräger

Dräger is an international leader in the fields of medical and safety technology. Since 1889, Dräger products protect, support and save lives.

“We see a strengthened commitment from management and throughout regional Dräger business locations. With our new CX strategy developed jointly with InMoment, we have gained higher satisfaction rates for our customers and also our affected employees.”

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