Case Study: Orange Leaf Frozen Yogurt achieves real-time issue resolution and stronger customer advocacy with InMoment

Orange Leaf Frozen Yogurt Harnesses Customer Feedback to Improve, Advocate

Orange Leaf Frozen Yogurt, a self-serve dessert franchise with more than 300 locations across the U.S. and Australia, needed a better way to hear and act on real customer feedback. Corporate leadership wanted franchisees to get immediate notifications about unhappy customers so they could follow up, beyond the limited insight from their Mystery Shopper program.

Partnering with InMoment, Orange Leaf launched a store-wide Voice of Customer and social advocacy program that uses text analytics, social listening, and real-time WOW/RESCUE alerts routed to managers, franchise owners, and corporate. In under a year the program empowered managers to resolve issues and reward staff quickly, boosted positive social recommendations through GoRecommend, and gave leadership actionable insights to coach franchises and improve the customer experience.

Orange Leaf Frozen Yogurt

Trent Despain

Field Service Manager