Creating an Effective Survey Program Where Customer Feedback Drives Action

For more than 35 years, U.S. Cellular has maintained the focus on serving markets that are not served by others. Across the map, leaders ensure their associates have the knowledge and training to provide consistency and informed decision making on behalf of consumers.

Increased number of customers providing feedback by 400%
Decreased cost of call center program by 50%
Utilization of program technology and capabilities increased by 30%

Categories

Industry Telecom

Collecting Game-Changing Context to Own the Moments That Matter

With InMoment’s help, Discount Tire organized all of its customer data into one place, and organized dashboards for different parts of the service experience. They created a custom program that analyzes feedback from each customer touchpoint and processes it into a weekly store report for each of its 1,000+ stores throughout North America. That way, problems can be solved with each store’s manager having access to the customer feedback.

Consolidated Data into Centralized Platform
Gather and Analyze Feedback from Each Customer Touchpoint
Created Dashboards Specific Store Locales

Categories

Industry Retail

Designing an Award-Winning CX Action Planning Module

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 programme 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.

Action Planning Module
Recognise Top Performers
Act on Customer Feedback Quickly

Categories

Industry Automotive

Harnessing the Power of Customer Data to Transform Retail Experiences

Foot Locker is no stranger to the challenge of too much data. The brand had loads of customer behaviour 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 programmes and operational data into one platform, giving it the intelligence needed to create a unique experience for every customer.

Faster and more seamless issue resolution
Reduced customer listening costs
Added video and social media capabilities to its programme

Categories

Industry Retail

Hawaiian Airlines Achieves First-Class Excellence Through Experience Improvement

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.

Omnichannel customer listening program in five languages
Full, contextual understanding of entire CX ecosystem
Ability to prioritize, drive most effective actions at every level of the business
Top industry and consumer awards recognition

Categories

Industry Travel & Hospitality

Creating an Effective Survey Program Where Customer Feedback Drives Action

Collecting Game-Changing Context to Own the Moments That Matter

Designing an Award-Winning CX Action Planning Module

Harnessing the Power of Customer Data to Transform Retail Experiences

Hawaiian Airlines Achieves First-Class Excellence Through Experience Improvement

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