Yesterday, GetFeedback was a solution offered by SurveyMonkey (SVMK Inc.). Today, there’s an exciting update to that story. SurveyMonkey is reintroducing itself to the world as Momentive, an agile experience management company defined by adaptability, innovation, and commitment to amplifying voices that might otherwise be overlooked. And GetFeedback will play a key role.
This corporate rebrand is much more than a name change, a new visual identity, and a new website. It’s a relaunch and repositioning. And it’s a signal of how much we believe in helping you shape exceptional experiences. For that reason, when the time came to choose our path forward, we drew inspiration from the stakeholders who matter most: our customers.
As Chief Customer Officer of Momentive, I am passionate about listening to customer feedback and proud that it has played such a key role in inspiring and informing our new direction.
If you want to know more about our decision, check out CEO Zander Lurie’s post on the Curiosity at Work blog. Here, I’d like to share a little more about what it means for GetFeedback and the customers who inspire us.
GetFeedback is at the heart of Momentive’s vision for the future
Momentive’s emphasis on experience management should be a clear signal of our commitment to investing in innovation for GetFeedback. As customer expectations evolve, we’re especially focused on how combining artificial intelligence (AI) with human insights can help you deliver exceptional experiences to all of your stakeholders.
Momentive’s vision for the future centers on bringing the best parts of humanity and technology together—something that you, as a CX leader, are probably working on in your own workplace. We’ll be sharing more updates about how we plan to do it in the coming months.
As we worked on this rebrand and relaunch over the past many months, we incorporated your feedback at every stage, starting by asking customers to identify the key differentiators and use cases of our solutions, then using those findings to inspire name choices, and then eventually validating those options with over 2,000 B2B and B2C customers. That input influenced everything from our new website to our brand vision.
Together, we’ve crafted a big, bold vision for our future, and Momentive gives us a fresh page on which to tell that story. What won’t change: our core values, our focus on diversity, equity, and inclusion, and our commitment to your success.
How leaders are using feedback and customer insights to make big decisions
As we started to identify that signature agility that our solutions enable, we were inspired by our customers who are leading the charge.
As one of the most prominent stock market indexes on the planet, Nasdaq needed a way to tell a more expansive story and aggregate its offerings and expertise in one place. Nasdaq Senior Director of Digital Strategy Tamar Beresford wanted to bring the company’s many websites together into a single premier destination with a clear and enjoyable user experience.
To do so, she led extensive research to understand customer needs and digital user preferences as the team prioritized features, migrated content, and improved user experience. Now the Nasdaq team can be more strategic in how it optimizes its offerings to drive user engagement and loyalty.
Another customer that inspired us was the athletic and casual footwear and apparel company, PUMA. When the world pivoted sharply toward ecommerce in 2020, PUMA had a new chance to stand out. Joey CasaDeCalvo, Senior Manager of Customer Experience, wanted to improve the online shopping experience and make changes quickly. Feedback from each step of the customer journey enabled the team to improve the experience, and online orders surged by 52%.
A third example is KLM Royal Dutch Airlines. When the company launched a new mobile app, reviews were mixed. Stijn Bannier, Mobile Product Manager, immediately turned to in-app feedback to understand what was missing from the user experience. With those insights, they were able to quickly bring their average rating from a 2.8 to a 4.2, keeping their team fully aligned around their customers’ preferences.
As these stories show, now is the time for growth and adaptiveness. In the post-pandemic world, customer needs and preferences will continue evolving. Our own research has shown that agility is one of the single greatest factors correlated with business success.
I’m excited to be with a company that is focused on growing along with the changing world and, more importantly, helping customers do the same.
As we grow our new brand, we’ll keep implementing feedback to ensure it strikes true for our customers. We know that it’s important to keep their voice ever-present, so we never lose the opportunity to change with their needs. If you’d like to help with that, check out our new website momentive.ai and click that all-important “feedback” button—we’d love to hear your thoughts.