“Convincing managers and executives that consistently and visibly cultivating the cultural aspects of customer experience was a challenge, even as they recognized that doing well by doing good is a very powerful and resonating element of the Eastern brand. It’s easy to lose sight of this. When it’s working you …

“The work is never done. There are always problems to identify, and better ways to combat them.”

“We focused our initial platform deployment efforts on our feedback loop, which was an important priority for us.”

“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 …

“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 …

“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.”