"With the surveys and the Voice of the Customer we could really find out more about who our customer, what relationship they have with us as a brand, what they like or what they wish to have more of…we are always surprised with what our customers are telling us."
The North Face
Volvo uses InMoment to design action plans that address individual dealership challenges when it comes to creating meaningful customer experiences.
“InMoment are our primary global partner for customer satisfaction measurement and insight. Their best-in-class technology is a critical component of our Customer Experience programme for store managers and their teams, and a vital tool for our central insight teams. Our success with InMoment comes from the strength of our relationship. They are part of our team.”
Dan Portus, Insight to Action Programme Manager, Tesco
"Chasing survey scores and lagging indicators is not our idea of a modern approach to improving experiences. Instead, we partner with InMoment to identify key moments that matter in our customers’ journey’s and drive change in those areas. This approach gives our executives better metrics to run the business and elevates our results.”
Tyler Saxey, Director Customer Experience, Foot Locker
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.
“Sometimes service isn't a connection. [It's] the people we employ to protect the brand, project the brand, but also to trust it, understand it, believe it, and breathe it every single day when they come to work."
“In these fast-changing times, it is hard to predict the future with any certainty. A choice of digital or brick and mortar for the future of banking is a false dichotomy. Clearly, there is room for both. But I am confident that the warmth and good judgment of human beings are the most important ingredients in the future of any successful bank.”
“Thanks to [InMoment's] expertise and experience management platform, we have created a foundation to translate feedback data into actionable measurements that can improve our efficiency and effectiveness where it matters most to our customers. This leads to a new way of working for Sky CS.“
Tina Bruder, Manager Customer Insight, SKY Germany
"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."
By utilising their CX programme to continually monitor their customers' feelings, Aldi is able to make thoughtful decisions to improve their customers’ experiences and take action quickly.
We use InMoment as an example throughout our organisation of an invaluable global partner relationship that goes beyond what we would expect from a vendor. Our InMoment team is as passionate about elevating our brand and our consumer experiences as we are.”
