PALO ALTO, California, June 25, 2013 — Medallia® (medallia.com), the global leader in SaaS Customer Experience Management (CEM) solutions, congratulates its customer The LEGO® Group for winning a Forrester Research Outside In Award in the Measurement category. The award, given for the set of practices required to measure customer experience quality metrics on an ongoing basis, and the use of that data to drive continuous improvement, was announced today at the Forrester Customer Experience Forum in New York City.
“We’re thrilled that The LEGO Group has been recognized for its customer experience program by Forrester Research, an authority on business excellence,” said Borge Hald, CEO of Medallia. “The LEGO Group’s commitment to continually improving the customer experience is evident in the loyalty of their customers. We are thrilled to be a part of this iconic brand’s customer insights program.”
The LEGO Group uses the Medallia platform to closely measure customer experience and react quickly with intelligent action. Thousands of employees of The LEGO Group across multiple business areas use Medallia’s intuitive and easy-to-use solution to keep abreast of customer feedback in real-time and engage with customers. The Medallia-powered customer insights program has resulted in greater customer satisfaction, improved Net Promoter Scores® (NPS®) and increased revenues across brick-and-mortar and online LEGO stores.
“We use Medallia’s measurement tools to get a close read on what is driving our consumers, so that we can focus on doing better where it matters most,” said Margaret Conley, director of consumer insights for The LEGO Group. “With everyone focused on the right goals and using the right tools, we are able to quickly spot issues in real time, identify and contact consumers who want further dialog with us, take immediate actions, and make ongoing improvements. In addition, with Medallia’s text analytics solution, we continue to learn, gaining insight that impacts our long-term business plans. Over time, listening to what the consumer wants has increased our consumer satisfaction and business metrics.”
The Outside In Award for Measurement recognizes an organization that excels at measuring customer experience quality enterprise-wide on an ongoing basis and using the data to drive continuous improvement. Winners of the inaugural Outside In Awards were chosen based on five criteria: clarity of approach, business value to the organization, positive impact on customer experience, innovation, and potential for other companies to replicate the practice.
“The Outside In Awards recognize organizations that don’t just talk about customer experience, but take a disciplined approach to improving it,” said Harley Manning, co-author of Outside In and vice president and research director in the customer experience practice at Forrester. “Their efforts stand out from among those of their peers by being systematic, and by demonstrating results for both their business and their customers. Our research shows that when organizations do take a disciplined approach, as our winners have, they can expect business benefits ranging from more revenue from increasingly loyal customers, to more and better word of mouth from happier customers.”