Download PDF:
One of the most vital Experience Improvement (XI) efforts your company can take on is reducing customer churn. Why? Because it’s one of the four major ways your experience program can positively impact your bottom line.
In this Point of View article, expert Jennifer Passini, Ph.D. discusses why it’s so important to not only close the loop with disgruntled customers, but to discover why customers churn so you can be proactive about your retention efforts. Fill out the form to read more!
“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
"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
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.”
“In parallel with our reorganization, we set about developing a new strategy for measuring the customer experience. We decided that our new approach to surveys should mirror our customer-centric structure, and measure three KPIs: net promoter score [NPS], ease of working with Thomson Reuters, and emotional valence.”
Benjamin Easaw, Senior Director, Customer Experience Research
Volvo uses InMoment to design action plans that address individual dealership challenges when it comes to creating meaningful customer experiences.
Volvo
"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