By adopting the Medallia Experience Cloud solution, Sam’s Club is stepping up the functionality and performance of its Member Experience Voices (MxVoices) tool. This is a Web-based customer service feedback platform where members can rate their club experiences.
The platform is helping Sam’s Club’s fulfill its vision of engaging in two-way dialogue with members. Using a mobile device supported by the new architecture, associates can collect and access member feedback in MxVoices in real-time, and use the feedback to improve its member experience.
“With Medallia’s help, our associates have real-time and actionable data that help them provide the best possible shopping experience,” said Tracey Brown, Sam’s Club’s chief experience officer.
Source: Retail Leader, Sam’s Club is reimagining the customer experience
“Associates in every location have the information they need at their fingertips, 24/7, in an easy-to-use app.”
Tracey Brown Chief Experience Officer Sam’s Club