Using feedback to enable agile improvement and customer-led development

“We’ve worked with Medallia to set up listening posts across the distributor experience, bringing hundreds of stories and ideas into the organization every day. That insight has allowed us to build momentum since the first deployment, and transform key experiences.”

Hugh Murphy

Senior Director, Enterprise Customer Experience 3M

3M uses science to improve lives and help solve the world’s toughest challenges. The multinational company makes tens of thousands of products, generating more than $35 billion dollars in annual sales, with operations in more than 50 countries.

More than one-third of 3M’s total revenue goes through their B2B distribution website, making it one of the world’s largest eCommerce platforms. When the company consolidated more than 1000 legacy ERP systems into one global platform, it introduced changes to the customer-facing parts of the website. Using direct feedback from distributors, 3M was able to introduce innovative designs to improve key workflows. And within the first year, they achieved a 60% reduction in page load times and satisfaction scores climbed by almost 3 points on a 0-10 scale.

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