Medallia
eCommerce™
Build true customer loyalty on the web
Loyalty Leaders Achieve 3x Margins
Fickle online shoppers often search high and low for the best price; they’re always a mouse click away from your competitors. Websites that become customers’ “go to” sites reap 2½ times the revenue per transaction and three times the average gross margin that median performers do, according to Forrester Research. Generate true customer loyalty, and rewards will follow.
eCommerce leaders use Medallia
- Internet services and retailing company (Fortune 500, Fortune top five in industry, Fortune 100 Best Companies to Work For)
- Web store of apparel and footwear manufacturer (Fortune 500, Fortune top five in industry, Fortune 100 Best Companies to Work For)
- Web store of computer equipment and consumer electronics manufacturer (Fortune 500, Fortune top five in industry, Fortune Top 20 Best-Performing Stocks, Fortune Top 20 Most Admired Companies)
Gain a comprehensive view of your website’s role in brand loyalty
Your website may be just one customer touchpoint. Medallia integrates your website shopper experience data with information from other touchpoints (call centers, brick-and-mortar stores, and more) to help you see the relative importance of your website in building overall customer loyalty to your brand.
Link customer website behavior to website emotions
Almost all shopping sites measure traffic and track click activity, analytics that tell you what your customers did on the site, but not how they felt. Medallia complements website analytics and transactional data with direct-from-the-customer feedback about the experience. Now you understand how the customer’s experience drove website shopping behavior and what to do to maximize it.
Experiment and iterate
Shopping sites rarely get it perfect the first time. Armed with shopping behavior data from your web analytics solution and customer feedback from Medallia, you can rapidly tweak, re-tweak, and monitor the results so you get the customer experience right—fast. The results? Higher customer retention and improved conversion rates.
Make your analysts happy
You depend on your analysts to understand and optimize your e-commerce operation. Medallia gives analysts features, like unlimited customer segmentation, that turbo-charge their effectiveness. In the words of one analyst, “Every time I’ve gotten these types of requests, I’ve been grateful to Medallia for how much easier these are to do than the old way. Getting ‘everything we’ve got’ on a topic across all five surveys can take a half an hour instead of all day.”
Collect relevant data
Your e-commerce environment is fluid, with continually changing offerings and prices. Medallia’s data collection (online intercept, e-mail invitation to online survey) automatically adjusts, so your data is up-to-the-instant accurate.
Manage high volumes with ease
Traffic to popular online retail sites can reach millions of visitors every month. Medallia is designed to handle these volumes—and more.
Get results in real time
Medallia’s instantaneous capture and reporting of feedback perfectly complements the immediacy of the online shopping world.
Gain a comprehensive view of your website’s role in brand loyalty
Your website may be just one customer touchpoint. Medallia integrates your website shopper experience data with information from other touchpoints (call centers, brick and mortar stores, and more) to help you see the relative importance of your website in building overall customer loyalty to your brand.
Some of the best-known and most respected e-commerce brands use Medallia. Contact us to see why.
Few customers are new to the online channel or to a given retailer’s Web store… To this end, customer retention efforts likely make more sense as a focus of marketing spend.
Forrester Research, 2008