Forrester Wave Report
Leslie Stretch, Medallia CEO, and Borge Hald, Medallia Founder, Reflect on Being Named A Leader by Forrester in The Forrester Wave™ Customer Feedback Management Platforms, Q4 2018 Elena:...
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To an outside observer, the most visible cause of customer experience excellence seems to be company’s attitude toward their customers. Employees at every level — from the CEO’s strategic decisions down to the frontline’s daily interactions — seem to magically grasp exactly what customers want, and consistently go out of their way to delight them.
What’s usually far less apparent are the organizational capabilities that allow such an attitude to take root, spread, and endure.
And while there is no magic bullet for creating a customer-centric organization, there are a range of small but impactful decisions about how the organization does things — like share information, test hypotheses, and react to changing market conditions — that can have a huge impact.
Medallia’s 2015 Benchmark explores all of these. Over the past year, we’ve studied and analyzed data from over a hundred brands at all stages of their journeys towards greater customer centricity, revealing such insights as:
Here’s your chance to check out more of these insights and best practices, and to see how your company measures up. You’ll find the Benchmark by the filling out the form to the right!