“We really see customer experience, or as we refer to it, Member experience, as our competitive advantage, without a good Member experience I don’t know how you can be successful. We know that being able to listen to their perceptions in real-time was critical if we were going to stay …

“We’ve been successful at building a healthy and engaged social following. GoRecommend allows our customers to share their positive experiences with their social circles, which they’ve done in surprising numbers. When customers do this, their relationship with us deepens, and we reach many new potential customers in a very positive …

“We want to be the best in customer service. We want the world to know what British customer service really means. We want to continually strive to be that company that others want to emulate.”

“It has been a game changer working with InMoment. We’re now able to pull tags from our campaign file into Trustpilot giving us the ability to see how our score varies between office, transaction or interaction type. This gives us the insight we need to work with the appropriate staff …

“The VOC program has given us the ability to gain a real deep understanding of our customers. It is the cornerstone of our continuous improvement program and has also really empowered our frontline staff to do the right thing for the customer.”

“We needed a company with expertise and knowledge of CX in the retail industry and InMoment was the right fit for us. Their focus on continuously developing technical innovations to their software means that Primark will also benefit and be at the forefront of competition.”

“The survey data that’s already being captured is re-analyzed for other business goals and deeper analysis of segments of customers to more closely meet their needs.”

“If I could go back in time and do one thing differently at the beginning of our patient experience program, it would be partnering with InMoment sooner.”

"We completed a comprehensive scan of all the top global providers, and it was very clear that InMoment not only had the best Platform capabilities, but also the best support and guidance to help Specsavers.”

“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.”

“I would definitely recommend InMoment. Their focus on customer experience and data-driven insights have consistently helped us enhance our offerings. Their team is knowledgeable and responsive.”

"If potential customers go online and find no reviews—or worse, negative reviews without an acknowledgment from the business—they will go elsewhere and our marketing dollars will be wasted. With [In Moment] our reviews grew by 5x times what we were seeing before."

“Have the tech conversations early—before you need them. And once it’s live, over-communicate the results. Celebrate the wins, own the hiccups, and keep everyone on the journey.”

“The only advice I have for other professionals is that I wish we invested in ReviewTrackers sooner!”