Mattress Firm partners with InMoment on customer experience
Houston – Mattress Firm is partnering with cloud-based customer experience optimization platform InMoment to operate its customer satisfaction program. Mattress Firm will utilize the InMoment Experience Hub to capture customers’ first-hand experiences with the brand.
Through the Experience Hub, feedback from survey comments are delivered to Mattress Firm frontline and area managers, as well as executives, in the form of real-time alerts, reports and dashboards. Mattress Firm employees then take this information and translate it into meaningful actions to improve customer relationships.
“With Mattress Firm, it’s all about the experience, and our goal is to improve the lives of our guests one relationship at a time,” said Joe Paviglianti, VP of store administration, MFRM Family of Brands. “Buying a mattress can be intimidating because it’s a very specialized product, and we want to provide our customers with the most knowledgeable, trained associates and highest quality products for an exceptional experience seeking out the perfect mattress.”