108 InMoment Testimonials

“The goal behind the transformation plans is to get more closely aligned with the customer and understand the entire customer journey from the customer’s perspective, feeling what they feel and thinking what they think. Only then are we able to implement the improvements necessary to better meet our customers’ requirements.”

“The impact of InMoment technology on our direction and culture has been huge. It has kept us dead honest about where we need to improve, and helps us stay laser-focused. We tackle the big hairy problems, as well as the quick wins.”

“The platform is so easy to use and the amount of information that you can extract to drive improvements (and the different ways to do it) is amazing.”

“Scores and surveys from drivers continue to be high and good. We’ve successfully decreased the amount of time it takes to resolve customer complaints. We’ve continued to improve our processes, and as a result, are winning a lot of new business in the marketplace. What we’re doing is being noticed by current and even potential customers. Word of mouth is spreading. We’ve got work to do but we’re getting things right.”

“InMoment is part of the conversation at every level of our organization. We receive feedback on new products, are able to create effective training programs, and decide where to allocate marketing dollars. You can’t put a price tag on that sort of business-steering intelligence.”

“Every person in our organization impacts the consumer experience. We want all of our employees to receive feedback and ask, ‘How is what I’m working on today going to drive customer service and allow my department to be more customer centric.’”

“Choctaw Nation is already known for its culture of hospitality—from its philanthropy to its practices of friendliness, acceptance and genuine care for all people—values that are at the core of everything we do. We fully expect our partnership with InMoment to meld this hospitality-driven culture with data-driven business discipline to create an even more effective organization.”

“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.”

“To enhance our services, it’s crucial to understand which aspects of our service delivery are working well, and which areas can be a source of frustration.”

“We now have a relationship survey that shows us our NPS, how easily customers feel it is to work with us, and how much value, trust and confidence they have in the brand as a whole.”

“We wanted to provide the frontline a star level of call center feedback in a more real-time fashion; get our leaders access to the data in a timelier manner.”

“If we start connecting to our customers, wherever we work, we’re more likely to make the right decisions for the customers when we’re making a change.”

“Our previous platform was a basic, predominately do-it-yourself, ad hoc survey tool that simply couldn’t scale to match our growing footprint—and ambition.”

“Throughout the deployment and beyond, our partnership has led to our current success. Looking ahead, we’re excited to build on what we’ve achieved with the platform—helping us to respond to customer feedback faster, and shape even higher-quality experiences on the digital channel.”

“We are constantly working to improve our operations and service. The InMoment experience management technologies are helping us to pinpoint opportunities where we can react quickly to improve our performance to increase new customer acquisitions and maintain policy renewals.”