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Medallia Implements New “Membership Monitor” at Hilton Grand Vacations Club

MENLO PARK, CA—April 26, 2005—Medallia announced that Hilton Grand Vacations Club (HGVC), a membership-based vacation resort, will become the first company to deploy its recently-released Membership Monitor solution. The agreement is HGVC’s second deal with Medallia this year. Membership Monitor is designed to address the unique customer feedback tracking needs of companies who sell their services as ongoing subscriptions or memberships. Unlike non-membership companies, for whom a dissatisfied customer may mean loss of hypothetical future sales, membership organizations lose actual revenue when members don’t renew a loss that goes right to the bottom line. Yet, because the relationship between members and membership organizations is continuous and fluid, a gym member’s daily use of fitness facilities, for example the traditional approach of tracking customer satisfaction after every transaction does not make sense. Medallia introduced its Membership Monitor to conduct comprehensive audits of customer relationships on an ongoing basis. “The key feature here is that the review is not triggered by a transaction, but by a milestone in the member’s relationship with the service provider such as the anniversary date or a change in the membership level,” explained Medallia vice president Steve Earwaker. Earwaker was not surprised that HGVC implemented Membership Monitor. “Hilton has long been known as a company that places a high value on the relationship it has with its customers.”

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