Wondering Why Data Silos Are So Problematic?

In 2020, ASICS turned its focus on customer experience. By 2022, the program had rolled out to 27 countries. ASICS uses its experience program to get quantitative benchmarks for quality store experience, to learn why customers visit the stores, and to find ways to improve the store experience. With direct contact to frontline teams, response volume would see a 40% month on month lift with a corresponding increase of +19% of direct CX sales.

Tabia Chui, Manager, Retail Promotions Department, ASICS

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.”

Aesop is a skin, body, hair and homecare brand that was founded in 1987 in Australia. The products are built with natural botanic ingredients and essential oils, focused on creating a sensory experience for customers.

"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

“The InMoment platform allows our Support team to segment feedback by agent and other relevant business drivers to uncover insights that help us optimize our support experience, and it can also reveal bottlenecks that are best addressed by improving product features or design.”

Glassdoor

Hubspot uses InMoment to optimise user experience. The product team gathers insights using in-app microsurveys that are hyper-targeted to users of specific features and functionality.

"Smartly segmented NPS data was a big win with InMoment. To have this customer data and feedback at the fingertips of every Salesforce user in our organisation is HUGE!"

Head of Customer Success, Zoom

“Agility of implementation! Product teams love the ease and high level of security. It’s a no-brainer to course correct based on what they see.”

Director of Customer Experience, DocuSign

With so much of H&R Block’s business condensed into a short and intense timeframe, collecting and analysing client feedback—in time to make a difference—is especially challenging. It wanted a solution that would deliver more data, more timely feedback, and more actionable insights.

Guest experience is fundamental to who we are as a hospitality business and by constantly listening to what our guests love and what they don’t appreciate, we can flex our approach to our overall offering.

Craig Wells, Senior Operations Excellence Manager, Pizza Hut