108 InMoment Testimonials

"[InMoment] is helping us go beyond major limitations in our field. It’s given us a kind of window that is unique in our business. We’re really excited about all that InMoment has opened up for us. We’re especially grateful for the serious attention and support we have received from them, though we are obviously a small fish in their big pond.”

“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 use customer comments from reviews to pivot our store experience. With [InMoment], we have learned more about why customers love Rural King.”

“We’re getting additional insights with text analytics that show how satisfied customers are with the claims process, not just how easy it was. The SmartProbe technology is an effective way to encourage more detailed responses in our surveys.”

“InMoment gives us a real competitive edge and helps us serve our customers with the best insight.”

“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.”

“We realized that to improve our NPS score and other metrics, we needed to move beyond the basic survey tools we’d been using to create a more modern, cohesive, and data-driven customer experience program. This was a big, ambitious step for us, so we knew we would also need an experienced, capable CX partner to help us get there.”

“One member of the IT team stood out to me because he didn’t think CX related to him. In that case, we had to prove to him that it was applicable not just to him but to all functions and departments within the organization.”

“It’s common for us to get various suggestions about our website from customers. We review every comment and suggestion, follow up with unresolved issues within 48 hours, and go through a process to determine our course of action. I remember one time when a customer made a suggestion that made a lot of sense and would provide value to other customers. We made the change and the next month, that same customer commented how impressed he was that we listened. It feels great to know our customers notice we’re listening and making the changes they request.”

“We’re a very metrics-driven organization. We realized that NPS could have pitfalls, specifically trying to achieve a certain NPS score for the sake of achieving a specific number. We decided we needed to educate leadership on best CX practices to manage our NPS efforts to make sure we were not chasing a number and instead adding the cultural side of a successful CX program as part of our DNA.”

"Since switching from a rules-based model to InMoment’s Adaptive Sentiment Engine, we’ve seen a significant uptick in sentiment tagging accuracy."

"Organizations lose 21.3% of productivity per year due to application silos."

"The only way to consistently grow in B2B is to be better than very good."

"One in three consumers (32%) say they will walk away from a brand they love after just one bad experience.”