108 InMoment Testimonials

“In these fast-changing times, it is hard to predict the future with any certainty. A choice of digital or brick and mortar for the future of banking is a false dichotomy. Clearly, there is room for both. But I am confident that the warmth and good judgment of human beings are the most important ingredients in the future of any successful bank.”

“We really see customer experience, or as we refer to it, Member experience, as our competitive advantage, without a good Member experience I don’t know how you can be successful. We know that being able to listen to their perceptions in real-time was critical if we were going to stay competitive.”

“We needed a company with expertise and knowledge of CX in the retail industry and InMoment was the right fit for us. Their focus on continuously developing technical innovations to their software means that Primark will also benefit and be at the forefront of competition.”

“I’ve never had such a friendly sales assistant. She made a genuine effort to talk to me and my daughter and wished her a happy birthday. Best service I have ever received in a shop!”

"We wanted to move to a solution that would deliver more data, more timely feedback and more actionable insights."

“We’ve been successful at building a healthy and engaged social following. GoRecommend allows our customers to share their positive experiences with their social circles, which they’ve done in surprising numbers. When customers do this, their relationship with us deepens, and we reach many new potential customers in a very positive way.”

“It is important that the survey is as simple and easy to use as possible to ensure the greatest response rate. We also had to consider how relatives or carers could be encouraged to assist patients who were unable to complete the survey themselves, e.g., those who do not have access to the Internet, who don’t speak English as their first language, or who suffer from dementia.”

“We want to be the best in customer service. We want the world to know what British customer service really means. We want to continually strive to be that company that others want to emulate.”

“We want to be good partners with our customers. We want to take proactive steps to better communicate with our customers so we can provide a superior customer experience— not because we have to, but because it’s the right thing to do.”

“Our customers are now at the heart of everything we do. That means that every decision starts with them. Our actions are driven by listening to what customers tell us, not by what we think is right for them. Looking at who our customers are and how they shop with M&S is crucial to our future. There remain great opportunities for growth.”

“We have a robust service excellence program because if we mess up an order—if we send out the wrong item—the doctor won’t be able use it. So whether we are dealing with a customer that spends $10,000 a year with us or $2 million, we treat each customer interaction as if it is the most valuable call we are going to take that day.”

“Before InMoment, our vendor provided us with software, but support and consultancy were lacking. We did not have any of the analysis, reporting, or insights that we do now. By having that analysis automated, we’re able to focus our time on the strategic, the what’s next, rather than solely what’s in front of us.”

“It has been great to see the difference in our customer service delivery since our colleagues have undergone customer service training. It has supported colleagues in understanding not only how to deliver exceptional customer service, but the importance of good customer service. In our last period, we reported a Customer Loyalty Index of 93 and had no detractor comments, which highlights the impact it has had in our store.”

“InMoment is a great partner for us and really helps us steer the experience in a direction that makes us more and more compelling for guests.”

“As we continue to grow, it becomes even more important to understand what customers love about Cabela’s, when and how we need to make changes, and whether we are delivering on our promise of superior customer service.”