"nib New Zealand recognises that its CX program is constantly changing and evolving, but the program has already had significant impact. Over the last four years, the business has seen a strong increase in NPS as well as a 6% churn reduction."
Roe Baluyut, nib New Zealand's Manager of Customer Experience
InMoment collaborated with Hyundai to develop a core group of service experience metrics. Hyundai discovered that the strongest driver of both good and poor experiences for customers is in-store staff. With this insight, Hyundai established corporate behaviour guidelines and training to ensure every encounter is “friendly, helpful, and efficient.”
"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.
“We're really thankful for the agile way in which our account manager at InMoment has supported us as we’ve swiftly changed our focus. Alerts go out to our senior leadership and are regularly shared wider, and Salesforce case creation has meant that we get full transparency and the specialist can review the feedback and thank the respondent personally.”
We use InMoment as an example throughout our organization 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.”
