Auckland, New Zealand (2 March 2023) — InMoment, the leading provider of Experience Improvement™(XI), announced its client JAX Tyres & Auto was awarded the prestigious Customer Experience of the Year in the medium to large business category at the Retailer Awards 2023. The awards were presented by Commonwealth Bank at a function held in the Crown Aviary in Melbourne on Thursday evening.
JAX Tyres & Auto won the award for the customer experience transformation it has undergone in recent years. The company focused on addressing the challenges of delivering a consistent customer experience (CX) in a franchise business by implementing clear KPIs and frameworks and incentives to hit targets through reduced fees for franchisees.
“We are thrilled to have won the Customer Experience of the Year award, in the company of finalists of iconic brands including Myer, Cotton On and Seed Heritage,” said Steve Grossrieder, CEO of JAX Tyres & Auto. “We couldn’t be more thrilled by the recognition for our tireless commitment to CX, and we would like to thank our loyal customers, committed franchisees and amazing people with a special thanks to our partner of choice, InMoment who have been instrumental in our CX journey and achievements.”
The judges were impressed with JAX Tyres & Auto’s holistic approach to improving CX. Jason Pallant, co-director of CXI Research Group at Swinburne University of Technology and director of knowledge enablement at The Lumery, observed the “clear results it has created” are impressive. Professor Gary Mortimer, professor of marketing and customer behaviour at the Queensland University of Technology, added that JAX’s submission “notes the challenges of a franchised model in delivering a positive and consistent CX.”
“JAX Tyres & Auto continue to demonstrate the benefits of a customer experience led retailing strategy. After winning Best CX Transformation in 2020 AND 2022, we couldn’t be more proud of Steve and the entire JAX Tyres & Auto team for this latest CX win at the Retailer Awards 2023,” said David Blakers, Managing Director, InMoment APAC. “We are thrilled to see what this upcoming year has in store for the JAX Tyres & Auto brand.”
About InMoment
Improving experiences is why InMoment exists. Our mission is to help our clients improve experiences at the intersection of value—where customer, employee, and business needs come together. The heart of what we do is connect our clients with what matters most through a unique combination of data, technology, and human expertise. With our hyper-modern technology platform, decades of domain authority, and global teams of experts, we uniquely deliver a focus on Experience Improvement (XI) to help our clients own the moments that matter. Take a moment and learn more at inmoment.com
Contact: Cori Lindsey, InMoment, cori.lindsey@inmoment.com