108 InMoment Testimonials

"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 year."

“The InMoment-generated themes from the responses led us to identify Become Your Best, Make Friends, and Have Fun as three key things that will happen when working at the Hut. We validated those elements with additional surveys from various markets across the world where these same three themes rose to the top.”

"InMoment's cloud-based platform provides features that we didn't have like text analytics and recommendation settings for social media. What [the] tool does is enable us to stay in touch with our customers and respond as an organization."

“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.”

“Voice of Employee feedback is an essential element in truly understanding both employees and customers. Working with InMoment to understand customers and employees in such a holistic way is giving us a level of insight into our business we’ve never had before.”