Medallia Resources

Customer Experience Management

By Topic
By Industry

Filter Results By:

Topic

Type

Keyword(s):

	Employee Engagement Research Enterprise Feedback Management Engages Frontline Employees: Drive Action by Investing in Employee Engagement as a Complement to Market Research
	Customer Experience Research Technology Customer Experience Technology Engages Frontline Employees to Create Customers Through Better Experiences
	Want Loyalty? Improve Your Call Center Customer Experience Call Center Satisfaction Ties to Loyalty Across 11 Industries.
	Social Media Feedback Management Webinar Why Social Feedback Belongs in Your Customer Experience Program
	How to Use Customer Feedback: Customer Experience Management Over Coffee Learn How to Use Customer Feedback: Managing Customer Experience Over Coffee
	Customer Experience Program Brings Customer Loyalty Up Seven Points in One Year A leading life sciences company implements a new VOC program and converts half of detractors.
	Five Best Practices: Enabling Employees to Create a Customer Centric Culture Frontline employees play a key role in managing and determining the quality of customer experiences. Learn how employees can create a more customer-centric culture by observing the following these five best practices.
	Three Ways to Operationalize Social Media Feedback To date, social media is still a largely neglected feedback channel in which companies struggle to respond to and engage with customers. In this guide, you will learn to manage and operationalize social media feedback.
	Recovery-Based Return on Customer Experience Investment Struggling to define the ROI of your customer experience investments? This is Part 3 in our three-part series tackling ROI. In this video, we share how companies use the recovery-based approach.
	Activity-Based Return on Customer Experience Investment Struggling to define the ROI of your customer experience investments? This is Part 2 in our three-part series tackling ROI. In this video, we share how companies use the activity-based approach.
	Segment-Based Return on Customer Experience Investment Struggling to define the ROI of your customer experience investments? This is Part 1 in our three-part series tackling ROI. In this video, we share how companies use the segment-based approach to defining the ROI of customer experience.
	Temkin: Quantifying Customer Feedback Programs Temkin and Medallia review three approaches companies use to quantify the impact of customer feedback programs.
	Social Media Feedback for Hospitality Social media reviews impact revenues. Hotel managers must learn to respond to and act on this crucial form of customer feedback.
	Retail ROI from Customer Feedback Retail customer feedback return on investment – Three Approaches to Quantify the Business Impact of Retail Customer Feedback
	Mobile Feedback Solution Medallia Mobile Feedback: Gathering customer feedback shortly after a transaction improves the quality and volume of data your customer experience management program collects.
	Customer Loyalty Solution for Gold’s Gym Golds Gym franchise owner discusses how his team uses Medallia’s customer loyalty solution to centralize its focus on members and create great customer satisfaction.
	Hotel Customer Feedback Management and Best Western Best Western leverages Medallia’s text analytics, social media and customer experience management solutions to have greater visibility into hotel guest feedback and improve customer service.
	Sodexo: Managing Complex Account Relationships Sodexo is able to quickly capture feedback and create actions plans for business process improvement thus closing the feedback loop.
	Bain Report on Social Media Customer Engagement: Putting Social Media to Work Early adopters are gaining real economic value from their investments in social media. Customers who engage with companies over social media are more loyal and they spend up to 40 percent more with those companies than other customers.
	Closed-Loop Feedback Fundamentals: On Demand Webinar Learn about the the real value of closing the loop and how it tracks responses, identifies solutions, and improves organizational processes.
	Forrester Wave™: EFM Satisfaction and Loyalty Solutions, Q3 2011 Medallia was named a Leader in this first-ever Enterprise Feedback Management Wave™.
	Retail Thought Leaders Use Feedback Technology For Competitive Advantage Medallia unifies feedback in one platform, delivers data in real-time, and engages employees better than any other technology provider.
	Mobile Customer Experience: Best Practices for Analytics and Data Collection Mobile usage has become so ubiquitous that it is replacing significant aspects of desktop computing. This will impose some quick changes on customer feedback best practices, in both analytics and data collection.
	Social Media Customer Experience Management: The Next Big Thing? Business owners are increasingly interested in the effect of social media on their businesses. Whether they’re concerned or excited, they know social media is changing the game.
	Newsletter Gartner Research: Voice-of-the-Customer Solution Architecture In this newsletter, the featured Gartner research offers a simple organizing framework for voice of customer (VOC) solution design. Whether you are building a new VOC solution or re-imagining your current solution, this is practical guidance you can put to immediate use.
	Forrester Research: Better Customer Experience, Higher Net Promoter Scores For Banks And Retailers In this research, learn how investments in customer experience improvements are likely to drive a higher Net Promoter Score (NPS).
	Text Analytics 2011 Market Study Alta Plana’s 2011 text analytics market study combines a survey-based, quantitative and qualitative examination of usage, perceptions, and plans with observations derived from numerous conversations with solution providers and users.
	Financial Services Customer Experience Success Story Learn how a new VOC program enables this global financial services firm to increase the loyalty of its high-net-worth clients by 43% and convert half its detractors.
	Improve Customer Loyalty: 5 Ways to Engage Frontline Employees Consultants and market researchers cannot increase your customer loyalty. Your people can. If you are committed to improving customer loyalty, look to those with the greatest influence over the customer experience—your frontline employees.
	Five Success Stories: Key Account Customer Experience In these five success stories you will learn how the Medallia Key Account Experience solution helps companies create better customer experiences. Even in complex business environments Medallia makes customer experience transparent across the entire organization and engages everyone in a relentless effort to improve.
	Key Accounts Management Solution Medallia’s Key Account Experience solution continuously captures the voices of your most valued customers. The advanced technology defeats data silos and attacks apathy, making the customer experience transparent across the entire organization while engaging everyone in a relentless effort to improve.
	Customer Service Experience: Brainstorm Exercise Helps Deliver ‘Perfect 10s’ If your team has a clear definition of perfect ’10-out-of-10’ customer service, they are equipped to deliver far more exceptional experiences. Learn this simple exercise one client uses to define and deliver the highest customer experience scores in his organization.
	The ‘Complete’ Closed Feedback Loop Produces More Value The real value of a closed feedback loop is observing patterns in issues (and resolutions) over time. This short podcast advocates pattern recognition to improve organizational processes through a complete closed feedback loop.
	Customer Feedback Breakthrough: Time for Text Analytics You don’t have to be a data wonk to use text analytics software if you select the right solution. Text analytics software’s potential is virtually limitless. Aside from survey verbatims, you can use text analytics to analyze other sources, such as social media feedback, emails, chat sessions, contact centre notes, and more.
	Five Ways to Quantify the ROI of Customer Experience Management The purpose of this customer experience research article is to help frame ROI analysis around specific measures and outcomes in order to quantify the fully loaded economics of customercentricity—increased sales to existing customers, lower staff turnover costs, increased brand value and more.
	Benefits and Best Practices of a Unified CEM Program Customer experience is the leading indicator of business performance. Learn about the benefits of a unified customer feedback system; including customer satisfaction score increases and improved employee engagement.
	Call Center Management: Integrating CRM and CEM Systems to Manage Your Call Center Integrating CRM and CEM systems helps some of the world’s leading companies manage complexity at their call centers. This article covers various ways to accomplish this integration.
	Closed Loop Feedback and Your Customer: What, Why and How Without gathering feedback that truly closes the loop, businesses have no way of knowing how a particular transaction affected each customer’s emotional bank account — their loyalty to your brand and products.
	Pershing and CustomerThink Webinar: VOC Program Review Pershing reviews how getting the maximum results from its Voice of Customer (VOC) program required working jointly with other Customer Experience Management efforts. The company discusses how B2B relationships are complex and need to rely on both the spoken and unspoken voice of the customer.
	5 Ways CEM Feedback Improves Your Contact Centers Start Tracking a Metric That Really Matters: Customer Experience. Learn five ways Medallia’s Customer Experience Management Solution will help.
	Contact Center Metrics Webinar Andrew McInnes, Analyst, Forrester Research Inc. and Dan Lee, Senior Director, Product Solutions, Medallia, Inc. discuss how to implement an enterprise feedback management (EFM) system that integrates and standardizes customer experience information across all contact center operations.
	Fortune 500 Company uses Medallia’s Web Experience Solution Global Consumer Electronics firm optimizes web channel performance with Medallia.
	Pershing Adopts Voice of the Customer Program with “Huge Success” Pershing saw a 15% increase in very satisfied customers after the successful adoption of Medallia’s CEM platform.
	Three High-Impact Strategies for Improving Website Experience Megan Burns, Senior Analyst from Forrester Research, and Borge Hald, CEO of Medallia, discuss best practices for improving the web experience.
	Medallia Mobile Solution for iPhone and iPad The Medallia Mobile application enables you to access the benefits of Medallia—rich reporting capabilities, real-time customer experience monitoring, and tools to save at-risk customers—wherever you are.
	Medallia Web Experience Solution Medallia Web Experience gives website and e-commerce teams a dramatically expanded ability to understand and improve customer experience.
	Medallia Customer Experience Management Platform Solution Medallia’s CEM platform helps empower your entire organization with the voice of the customer, from senior leaders to frontline employees. You can also use Medallia to save at-risk customers in real time.
	Medallia Text Analytics Solution Medallia Text Analytics is a fully integrated text analytics solution that provides rich results without sacrificing ease of use.
	Using Customer Experience Surveys to Create Facebook Fans Panda Express uses Medallia’s platform to link customer experience surveys to Facebook.
	Significance Testing Demo Medallia’s Significance Testing feature detects trends that are statistically significant, incorporating the statistical rigor of tools like SPSS into a CEM platform and increasing the researchers’ confidence in the accuracy of their improvement recommendations.
	Power Dashboards Demo Medallia’s Power Dashboards feature enables market researchers to establish multiple personalized dashboards and switch among them seamlessly, so they can efficiently work with their many different clients across the organization, from senior management to the frontlines.
	Customer Lists Demo Medallia’s Customer Lists feature automatically tracks individual customer behavior over time, identifying customers based on membership IDs, e-mail addresses, or industry-specific identifiers such as frequent flyer numbers.
	Action Planner Demo Medallia’s Action Planner feature automatically calculates which changes will most increase overall satisfaction scores. This key driver analysis provides a level of predictive analytical capability many frontline managers find indispensable.
	Visual Cross-Tabs Demo Medallia’s Visual Cross-Tab feature allows you to quickly display cross-tab analysis in colors (red/yellow/green) instead of numbers, making important trends stand out visually.
	Advanced Segmentation Programming Demo Medallia’s Advanced Segmentation Programming feature improves on Medallia’s already unparalleled ability to slice-and-dice data by allowing researchers to drill down into any slice of data and segment on any available dimension.
	Leading Hotels of the World Powers Global Guest Satisfaction Program with Medallia Medallia’s closed-loop feedback solution enables The Leading Hotels of the World to maintain excellent relationships with their guests.
	Golds’ Gym Proactively Improves Customer Feedback Management Gold’s Gym has improved customer experience and exceeded customer needs with the help of the Medallia customer feedback solution.
	Seven Questions to Ask Your Customer Experience Management Provider Though Medallia firmly believes we are at the forefront of Customer Experience Management, we recognize you may be considering other providers. We invite you to consider the following checklist as you evaluate them.
	Sephora Boosts Customer Loyalty Program with Medallia Within a year of implementing Medallia’s platform, Sephora increased its already sky-high customer loyalty by 3%.
	Medallia Helps Hyatt Place Increase Guest Satisfaction Hyatt Place used Medallia to refine its new hotel concept in real time – while increasing guest satisfaction scores 7% to 14% and outperforming competitors.
	Leading Global Hospitality Company Moves Mail Survey Online The hotel company doubled response rates and cut costs in half by transitioning to online surveys with Medallia.
	Best Western Uses Medallia to Drive Guest Loyalty Best Western drove customer loyalty up nearly 4% with the help of Medallia Customer Experience Management.
	Five Contact Center Success Stories in Customer Experience Management Medallia Contact Center Experience, a call center solution, has already helped various companies create better customer experiences with their contact centers.
	Forrester Research: The Business Impact of Customer Experience The Impact of Customer Experience, 2012: What a High Customer Experience Index Score Can Do for Revenue by Megan Burns of Forrester Research.
	Enterprise Feedback Management Research Article In “Ground Control,” an article published by Research Magazine in February 2010, Amy Pressman, President of Medallia, fights the case for EFM and claims that researchers have nothing to fear.
	Medallia API Brochure Medallia API enables you to integrate data across systems in real-time, moving records between systems and connecting directly to Medallia’s data processing engine to extract key calculations, summary charts, dashboards, and additional information for sharing on other applications.
	Medallia Text Analytics Solution Brochure Medallia Text Analytics is a fully integrated text analytics solution that provides rich results without sacrificing ease of use.
	Medallia Web Experience Management Solution Brochure Medallia Web Experience takes survey data from as many customer contact points as you need, across the customer lifecycle—and integrates the input in one easy-to-use system.
	Medallia Employee Engagement Survey Solution Brochure Medallia’s employee engagement program is specifically designed to reach operational managers and deliver frontline results.
	Medallia Customer Experience Solution Implementation Process Brochure Medallia’s implementation process is focused on understanding your needs and developing the right solution for you.
	Medallia Net Promoter Score Solution Brochure Medallia helps businesses harness the power of Net Promoter Scores, offering the perfect platform to distribute NPS information throughout your company, break down numbers and words to determine root causes, and spur your company to improve.
	Medallia Contact Center Solution Brochure How are you listening to your customers? Medallia’s Contact Center Solution is driving the customer experience from the agent level.
	Medallia Customer Experience Management: Key Functionalities Brochure Medallia’s software and services provide Five Steps to Excellence to help you drive your company’s success to new levels.
	Medallia Customer Experience Management Corporate Brochure Customer experience is a leading indicator of how your company is doing and how it will do in the future. Medallia helps you turn customer feedback into company performance in five steps.

TOP LINKS
POPULAR SEARCHES
MEDALLIA CUSTOMER EXPERIENCE MANAGEMENT

Solutions

Resources

Solutions

Resources

The secret of some of the most successful and enduring brands is great customer experiences that delight. While customer feedback is a key barometer of a company's health, many companies lack the infrastructure, processes and culture to identify the levers to pull. That's what Medallia aims to do with customer experience management (CEM). We turn customer feedback into real time actionable insights that could be used by the entire organization. Companies can rescue at risk customers, facilitate increased word of mouth from customer fans, and identify the innovations a company's customers value most. Our SaaS solutions make customer experience transparent, defeats data silos, and engages everyone in a relentless effort to improve. We work with world's most admired brands in financial services, retail, high-tech, business-to-business and hospitality. For more information, please see:

Medallia Customer Experience Management Corporate Brochure
An introduction to the benefits of choosing the Medallia platform. Read More »
Medallia Customer Experience Management Solution: Key Functionalities
More about the capabilities and value-adds of Medallia's customer experience management software. Read More »
7 Questions to Ask Your Customer Experience Management Provider
Keep these potential roadblocks in mind as you work with your CEM vendor. Read More »
Video: Medallia Customer Experience Management Platform Overview
See for yourself how the Medallia system bests the competition. Read More »

Copyright © 2012. Medallia, Inc. All rights reserved. Use of this Website assumes acceptance of Terms of Use and Privacy Policy.
Medallia is a registered trademark of Medallia, Inc. Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc.,
Fred Reichheld and Satmetrix Systems, Inc. Other names may be trademarks of their respective owners.