“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.”

“Smartly segmented NPS data was a big win with InMoment. To have this customer data and feedback at the fingertips of every Salesforce user in our organization is HUGE!”

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

“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 …

“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 …

“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 …

"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."

"A member who rates as having the poorest experience has only a 43% chance of being a member a year later. Compare this to a member who gives one of the top two experience scores — they would have a 74% chance of remaining a member for at least another …