Scottsdale, AZ, USA, Oct. 20, 2021 -- Discount Tire, an independent tire and wheel retailer, has partnered with InMoment(R), a provider of Experience Improvement (XI)™, to launch a new customer experience (CX) program specifically for fleet customers in their B2B business segment.
Discount Tire is a customer centric company with dedicated Customer and Employee Experience programs designed to make the tire buying process easy and inviting. To continue the momentum, expand the company's customer experience program for fleet customers and better align with overall customer experience strategy, Discount Tire selected InMoment.
"B2B sales are an important component of Discount Tire's customer base but previously we were not able to distinguish between the experience and satisfaction of non-fleet and fleet customers," said Chris Adams, vice president of Fleet/B2B for Discount Tire. "We rely on the voice of our customers to guide us on our journey of continuous improvement and partnering with InMoment will help segment feedback to better guide effective and targeted efforts to serve B2B clients with a safe and positive experience."
Using InMoment's XI Technology to implement touchpoint surveys, Discount Tire will check in with new fleet customers regarding initial experiences in becoming a customer, measure experiences over time, and field exit surveys when a customer decides to end a fleet relationship. Allowing Discount Tire to segment responses will provide a more holistic view of the fleet customer's journey and uncover specific loyalty drivers for fleet customers.
Posted by Veronica Silva Cusi, news correspondent
InMoment is a cloud-based customer experience (CX) optimization platform that helps brands leverage customer stories to inform better business decisions, and create more meaningful relationships with their customers. Through its Experience Hub™, InMoment provides Voice of Customer (VoC), Social Reviews
Published: Thursday, October 21, 2021
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