Medallia
B2C™
Build Customer Loyalty One Connection at A Time
Traditional customer experience programs fall short. Many programs claim to improve the customer experience, but most customers are merely satisfied with companies, not loyal to them. Ordinary customers will buy from you but they’re equally happy to buy from your competitor. They won't recommend you to friends and colleagues, go out of their way to purchase from you, or stick with you when you make a mistake. Loyal customers will.
The key issue: Traditional programs ignore emotional connections, which are the foundation of customer loyalty.
Four drivers of emotional disconnection
Depersonalization of customers
Traditional programs collect, analyze, and report (mostly numeric) data. But numbers don’t have the power to inspire your employees or help them truly hear the customer. In addition, data usually arrives months late, long after customers have morphed from real, live people into historical figures whose specific concerns are no longer an immediate priority.
Siloed ownership of the customer experience
Traditional programs assign discrete roles to each department (research and analysis to market research, decision-making to headquarters, execution to the frontline), dividing what should be a seamless interaction with a customer into component parts. The result? No one takes ownership of the customer experience. How many customer service representatives tell customers, “Sorry, I don’t handle that”?
Micromanagement of frontline engagement
In ceaseless pursuit of consistency, traditional programs typically respond to performance gaps with top-down directives. Is your company not friendly enough? Tell the frontline to always greet the customer with “How was everything today?” Unfortunately, HQ-orchestrated interactions demoralize employees who want to be themselves, not automatons, and ring hollow to customers who crave real emotional connections.
Cumbersome programs that hinder iteration
Traditional programs are big endeavors that take months to plan, months to launch, and months to evaluate. Meanwhile, problems that resourceful employees might have solved expeditiously—possibly generating emotional connections with customers—languish unresolved.
Medallia B2C: Reconnect
Medallia B2C overcomes the main challenges of traditional customer experience solutions: connecting your organization emotionally with your customers and putting a process in place for driving improvements. Here's how it can help you:
Connect with customers emotionally
Medallia brings customers to life by presenting them in words—not faceless statistics—using word clouds and text mining that make the meanings clear. It also reports customer experience data in real time so customer engagement remains an immediate priority.
Make everyone on your team responsible
With Medallia, everyone in your organization sees the customer feedback relevant to their role, so they own their part of the customer experience. Our solution tracks progress (down to the touchpoint/employee level) so employees stay motivated to improve the customer experience.
Empower the frontlines
Medallia frees your team to interact with customers naturally, without compromising consistent quality, by monitoring every touchpoint so you can intercede if customer service satisfaction deteriorates. It’s like an EKG machine tracking the customer experience.
Experiment and share best practices
With Medallia, every touchpoint acts on customer feedback independently, tracks results, and shares them with the rest of organization so the company quickly learns best practices. The solution also opens a direct channel of communication between market research, which typically understands customer experience data best, and the rest of the organization.
A platform tailored to the demands of B2C
- Broad-based, allowing data capture from both known and anonymous customers so all of your customers can provide feedback. Medallia is designed to effectively manage your outbound surveys, reaching out to customers you already know. At the same time, our solution also collects feedback from customers who reach out to you via a receipt-based URL or toll-free number.
- Updated in real time, reporting data that’s as recent as the moment you logged in. Real-time data enables you to act rapidly and recover at-risk customers before it’s too late.
- Actionable, identifying both trouble spots and best practices so you can improve organizational performance and increase customer loyalty.
- Scalable, supporting tens of thousands of locations and touchpoints—anywhere your customers interact with you.
- Globally deployed, collecting and disseminating data worldwide regardless of differing levels of technology. We support your global needs: local languages in customer feedback collection and reporting; compliance with national privacy policies; and sensitivity to cultural survey-response biases.
Next Steps:
Externally and internally, we've gotten tons of praise for the new system… Our branches have proactively reached out to customers based on the Medallia system, because it captures comments so well and directs feedback to the right person. Customers have noticed and commented favorably.
Director of Business Insights, Top Manufacturer in Its Industry (with a retail operation)
