Cinq étapes pour découvrir le véritable parcours de l'expérience client

Volvo uses InMoment to design action plans that address individual dealership challenges when it comes to creating meaningful customer experiences.

Volvo

"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

Telus consolidated their program to be able to see holistic how their customers were experiencing their services and implemented a thorough closed loop and recovery program. They used Customer Journey based on VOC design; right customers, right mode, right time. With InMoment they have harmonized dashboard reporting and advanced analytics.

"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

InMoment ingests social data from Facebook and Twitter to ensure First National is listening where its customers are talking.

With strategic guidance from InMoment, Arby’s upgraded its guest listening technology and made broad changes in its practices, from the questions they asked, to the metrics they considered.

Arby's