Case Study: Cabela’s achieves richer customer insights and stronger in-store experiences with InMoment

Video Feedback Gives Cabela’s Results It Can See

Cabela’s, the destination-style outdoor retailer known for museum-like stores and fiercely loyal customers, faced a challenge as it scaled: how to recreate its distinctive in‑store experience in smaller-format locations and capture the emotions behind customer feedback. Traditional web and phone surveys missed the nuance Cabela’s needed—emotion, facial expression and context—so the company sought a more comprehensive, actionable view of customer sentiment across all touchpoints.

Cabela’s partnered with InMoment to deploy an omnichannel listening program that adds video feedback and advanced text analytics to traditional surveys, social and review data. The platform enables real-time issue resolution, role-based insights and targeted employee coaching, and in months delivered richer, more usable intelligence at store, regional and brand levels. Outcomes include deeper customer understanding, improved coaching and recognition, and expected gains in employee satisfaction, purchase frequency and revenue.

Cabela’s

Nathan Borowski

Communications Specialist