Customer Experience Management: The Proof is in...
If you ask a company executive if customer experience (CX) matters to them, they will most likely say yes. But how do you get them to invest in and commit...
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Heartland’s customers range from start-up entrepreneurs to some of the largest and most well-established enterprises in the US. These prized customers need more than just innovative Heartland solutions and security for payments processing, they need a top-notch customer experience as well. Heartland, a division of Global Payments, has successfully achieved a substantial increase in merchant retention demonstrating our ability to provide service and support that is unmatched in our industry. With the help of Medallia’s customer-driven technology, Heartland is continuing its commitment to building lasting partnerships.
Heartland first selected Medallia in September 2014 as part of our company-wide initiative to become a more customer-centric business. Almost immediately, from the first implementation of a post-interaction survey, it became clear that Heartland’s merchants appreciated the opportunity to provide both positive and constructive feedback. Today we use Medallia not just to provide visibility into our business operations but also to refine the experience of our onboarding process for new merchants and gain insights from customers along the way.
After three successful years of positive results, we are continuing to expand the impact and breadth of the program throughout our organization. Coupled with a business commitment to make operational changes, this program has helped to achieve nearly a 50% improvement in merchant retention, yielding positive revenue growth and true business impact.
Medallia’s solutions have empowered Heartland to build stronger relationships with customers and merchants. Our commitment to the success of our customers means that we focus on building relationships, and we take pride in serving as advocates. We see our customers as partners, and that’s why we’ve looked to Medallia for help in reinforcing our commitment to providing unmatched care and service. As Heartland’s innovative solutions are driven by customer needs globally, it is more important than ever for us to connect with those customers. With the implementation of Medallia Experience Cloud™, Heartland has been empowered to build stronger relationships with customers and merchants through an increased focus on the customer experience.
By building this program with Medallia, we’ve gained deeper insights and built stronger relationships with our customers than ever previously possible. This program aligns directly with the culture of transparency within Heartland so when Medallia surfaces these insights, we take action to make improvements, and then measure the results.
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