Case Study: TTI Inc wins executive support for CX with InMoment

TTI Inc expands CX engagement in 6 months with InMoment

TTI Inc, a leading manufacturer of power tools and outdoor equipment, faced challenges in demonstrating the value of a customer experience (CX) program and achieving executive buy-in. Their leadership was initially skeptical, questioning the need for such an initiative in a manufacturing and retail business. Partnering with vendor InMoment, TTI sought to overcome this and understand CX without industry benchmarks.

InMoment's solution involved implementing a multi-channel feedback program and establishing a regular cadence of senior management meetings to showcase insights. This approach successfully garnered leadership engagement, with executives now seeking to understand the 'why' behind CX results. As a result, TTI has expanded its closed-loop team and is evolving its Voice of the Customer (VoC) program with InMoment to gain a holistic view of the customer experience.

TTI Inc