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News : The Coffee Club Takes Action on Customer Experience through Partnership with InMoment

#contactcenterworld, @weareinmoment

Melbourne, Australia, Dec 2, 2019 -- The Coffee Club has partnered with InMoment, a provider of experience intelligence (XI), to provide a more comprehensive understanding of the customer experience, leading to promising results, including an increase in its Net Promoter Score (NPS(R)).

With roots in Brisbane beginning in 1989, The Coffee Club is now owned by Minor DKL Food Group, an Australian food franchisor with approximately stores throughout 11 countries.

The Coffee Club understood the need for unifying customer data that had previously been scattered across multiple systems, such as feedback, complaint tracking, and social media data. Due to this disparate data, the organisation’s insights were infrequent and often unreliable, causing corporate teams and franchise owners hesitation to act on those limited insights.

The Coffee Club looked to InMoment as its technology partner to provide the company with the perspective it needed to create the best, and most consistent, experiences for its guests. With InMoment, the organisation has been able to bring its data together to produce a more comprehensive and actionable view of the customer experience.

"Our goal was to move from gathering fragmented, unreliable data to creating clear, genuine intelligence that delivers real results for our customers," said Steve Hazard, chief operating officer of Minor DKL. "We were less interested in scores and more interested in the customer’s actual voice and how that could inform changes in the organisation."

The impact went beyond the tech, however. Hazard attributes executive leadership’s focus on the customer and "maniacal-level execution" across all areas of the business to achieving its success thus far. "For our operating, training, and HR teams, addressing the right service concerns in order of priority in the right regions has been critical," said Hazard. "And for our product development and marketing teams, we know what we should continue doing well through drivers of experience and dashboards."

"The Coffee Club continues to excel beyond other restaurants with its stellar focus on guest experience," said Robert Glennon, CX Distinguished Practitioner in XI Strategy and Enablement. "Their innovation and drive go further than simply knowing what their guests are saying—they are embracing the customer perspective while reducing customer pain points through creating a unified guest experience."

#contactcenterworld, @weareinmoment

Posted by Veronica Silva Cusi, news correspondent

About InMoment:
Company LogoInMoment 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
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Published: Wednesday, December 4, 2019

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2022 Buyers Guide SaaS Solutions


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