Case Study: Total Wine & More boosts customer satisfaction and retention with InMoment

How Total Wine & More Brings Customers to the Decision-Making Table

Total Wine & More, the nation’s largest independent wine retailer with 160+ stores, $2B in revenue and millions of annual transactions, combines broad selection and in-store education with community-focused service. The company had a basic feedback program but needed a more robust, omnichannel system to deliver sophisticated insights that would support growth and improve customer experience.

Total Wine partnered with InMoment to deploy an omnichannel feedback platform across stores, contact center, events and ecommerce, using open-ended prompts and advanced text analytics to surface trends (for example, checkout experience strongly drives satisfaction) and real-time alerts to rescue unhappy customers. Insights are used in training and operations, enabling faster issue resolution, targeted improvements, higher retention and more empowered employees as the company expands.

Total Wine & More

David Trone

Owner