Mattress Firm to Implement Customer Feedback Software

April 15, 2015  by in Furniture Retailing, Industry   

The technology helps retailers listen to and better engage with consumers.

Mattress Firm will utilize the InMoment Experience Hub to capture guests' firsthand experiences with the company. 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 take this information and translate it into meaningful actions to improve customer relationships and celebrate successes.

"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, vice president of store administration. "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."