H&R Block Australia, a multinational tax preparation company, has chosen InMoment as its experience improvement partner.
H&R Block will expand its current Voice of the Customer (VoC) program, with the goal of understanding exactly what customers want and expect.
The new program will include listening posts across critical moments in the customer journey. By gathering solicited and unsolicited feedback, as well as using text analytics data from InMoment and its XI technology, H&R Block will unlock richer customer insights, leading to innovative ways to deliver improved digital experience for customers.
H&R Block is committed to differentiating itself by deep-diving into each customer’s experience along the process of preparing taxes. In an evolving, digital-first world, customer expectations are rapidly changing and H&R Block plans to push industry boundaries and proactively meet customer’s needs.
“Our primary goal is to provide the very best customer experience possible on every visit,” said Brodie Dixon, H&R Block managing director.
“Whether you visit one of our stores, or engage our digital services, we believe a strategic differentiator is our focus on continual experience improvement.”
David Blakers, InMoment’s APAC managing director added: “This partnership is special to me on a personal level as I trained as an H&R Block tax consultant for my first proper job. We are so excited to partner with this iconic brand and see the industry as a whole turn toward being more customer focused.”
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