`` Medallia, Author at Medallia Customer and Employee Experience Blog
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Customers shopping in a clothing boutique
Sep 05, 2024
Customer Experience

Understanding Customer Retention

Understanding Customer Retention

What is customer retention — the metrics, and the benefits? Learn why understanding customer retention helps brands elevate their customer experience strategy.

What is customer retention — the metrics, and the benefits? Learn why understanding customer retention helps brands elevate their customer experience strategy.
A woman hospitality worker stands behind the front desk of a hotel, smiling and handing back a credit card to a guest
Aug 13, 2024
Customer Experience

Customer Experience vs. Customer Success: Learn the Key Differences

Customer Experience vs. Customer Success: Learn the Key Differences

What is the difference between customer experience and customer success? We break down the differences  — and explain how they can work together to delight customers.

What is the difference between customer experience and customer success? We break down the differences  — and explain how they can work together to delight customers.
Modern Approach to Customer Journey Analysis
Jul 23, 2024
Customer Experience

The Modern Approach to Customer Journey Analysis

The Modern Approach to Customer Journey Analysis

Thanks to customer journey orchestration, our understanding and management of customer journeys has improved significantly. As related analysis platforms have developed, brands have increasingly sought to capitalize on customer journey analytics. Here’s what you need for effective customer journey analysis. 

Thanks to customer journey orchestration, our understanding and management of customer journeys has improved significantly. As related analysis platforms have developed, brands have increasingly sought to capitalize on customer journey analytics. Here’s what you need for effective customer journey analysis. 
How To Measure And Improve Customer Satisfaction
Jul 19, 2024
Contact Center

CSAT Scores : How to Measure and Improve the Customer Service Experience

CSAT Scores : How to Measure and Improve the Customer Service Experience

What is CSAT, and how is a CSAT score calculated? We explore how customer service and customer experience teams can measure and improve CSAT to enhance their service level.

What is CSAT, and how is a CSAT score calculated? We explore how customer service and customer experience teams can measure and improve CSAT to enhance their service level.
Jun 18, 2024
Customer Experience

How to Conduct a Voice of Customer Analysis: A Step-by-Step Guide

How to Conduct a Voice of Customer Analysis: A Step-by-Step Guide

Whether you’re in customer service, digital, marketing, sales, or customer experience (CX), gathering customer feedback as part of a comprehensive Voice of the Customer (VoC) program is mission-critical to optimizing experiences and measuring success. But not all feedback programs are created equal. To get yours right, you need to listen

Whether you’re in customer service, digital, marketing, sales, or customer experience (CX), gathering customer feedback as part of a comprehensive Voice of the Customer (VoC) program is mission-critical to optimizing experiences and measuring success. But not all feedback programs are created equal. To get yours right, you need to listen

Journey visualization tools
Jun 04, 2024
Digital Experience

Journey Visualization Tools: Simplify Customer Journey Mapping on Websites and Apps

Journey Visualization Tools: Simplify Customer Journey Mapping on Websites and Apps

No two digital experiences are the same on websites and apps. Journey visualizations, a digital experience analytics tool, cut down on the time and resources required for online customer experience journey mapping.

No two digital experiences are the same on websites and apps. Journey visualizations, a digital experience analytics tool, cut down on the time and resources required for online customer experience journey mapping.
May 31, 2024
Customer Experience

How to Optimize Customer Journey Touchpoints (with Examples)

How to Optimize Customer Journey Touchpoints (with Examples)

Your customers’ journeys from awareness to advocacy may be measured by how much they buy and how much they spend, but they’re defined by the many interactions they have with your brand along the way. These interactions, which we refer to as “touchpoints,” represent the various ways in which customers

Your customers’ journeys from awareness to advocacy may be measured by how much they buy and how much they spend, but they’re defined by the many interactions they have with your brand along the way. These interactions, which we refer to as “touchpoints,” represent the various ways in which customers

Apr 24, 2024
Contact Center

How to Measure Customer Service

How to Measure Customer Service

How to Measure Customer Service Customer service is one of the most important interactions you have with your customers, and the customer service experience you offer can either make or break your business. Customer satisfaction can be directly attributed to great customer service. A satisfied customer is a paying customer,

How to Measure Customer Service Customer service is one of the most important interactions you have with your customers, and the customer service experience you offer can either make or break your business. Customer satisfaction can be directly attributed to great customer service. A satisfied customer is a paying customer,

Apr 18, 2024
Customer Experience

A Deep Dive into the Benefits of Customer Self-Service Systems

A Deep Dive into the Benefits of Customer Self-Service Systems

How do you know your customers aren’t having any trouble using your product or services? Answer: When they (almost) never reach out for support.

How do you know your customers aren’t having any trouble using your product or services? Answer: When they (almost) never reach out for support.
Apr 12, 2024
Customer Experience

Decoding Customer Churn: Strategies to Retain Your Valuable Clients

Decoding Customer Churn: Strategies to Retain Your Valuable Clients

Customer churn might seem straightforward enough — essentially, losing customers is bad for business. And no, a high customer acquisition rate won’t savel you, either. Your sales team might be busy closing deals, but if your customer churn rate is also high, you’re likely to be caught in a vicious

Customer churn might seem straightforward enough — essentially, losing customers is bad for business. And no, a high customer acquisition rate won’t savel you, either. Your sales team might be busy closing deals, but if your customer churn rate is also high, you’re likely to be caught in a vicious