Tuesday, 03 December 2019 07:01

The Coffee Club boosts NPS with help from InMoment

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Cafe chain The Coffee Club has seen a 20-point increase in NPS (net promoter score) following its adoption of software from experience intelligent specialist InMoment.

The Coffee Club is Australia's largest home-grown cafe group, with around 450 stores in 11 countries.

InMoment was selected to bring together date that was scattered across multiple systems, including social media platforms.

This comprehensive view helped deliver more consistent experiences to customers by presenting the company and its franchisees with simple access to actionable insights via a live dashboard backed by AI-based analytics.

For example, franchisees have more access to customer feedback, enabling them to issues two to three days faster than before.

"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, which owns The Coffee Cliub.

"We were less interested in scores and more interested in the customer's actual voice and how that could inform changes in the organisation."

Hazard also noted that "For our operating, training, and HR teams, addressing the right service concerns in order of priority in the right regions has been critical.

"And for our product development and marketing teams, we know what we should continue doing well through drivers of experience and dashboards."

InMoment customer experience strategy director Robert Glennon said "The Coffee Club continues to excel beyond other restaurants with its stellar focus on guest experience.

"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."

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Stephen Withers

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Stephen Withers is one of Australia¹s most experienced IT journalists, having begun his career in the days of 8-bit 'microcomputers'. He covers the gamut from gadgets to enterprise systems. In previous lives he has been an academic, a systems programmer, an IT support manager, and an online services manager. Stephen holds an honours degree in Management Sciences and a PhD in Industrial and Business Studies.

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