Tommy Bahama Chooses Medallia to Expand Guest Experience Management Program
PALO ALTO, Calif., April 30, 2014 — Medallia® (www.medallia.com), the global leader in SaaS Customer Experience Management (CEM) solutions, today announced that lifestyle brand Tommy Bahama (NYSE: OXM) has selected Medallia to help Tommy Bahama better understand and improve the guest experience. Using Medallia’s real-time CEM software, Tommy Bahama will build the Voice of the Customer (VoC) into its operations so employees everywhere can act to improve the guest experience and drive lasting loyalty.
Since 1992, Tommy Bahama has opened more than 130 retail stores throughout North America and in select markets in Australia, Hong Kong, Japan, Macau, and Singapore.
“We are always looking for ways to improve on how we create experiences that our guests will love,” said Michael Barrow, vice president of retail for Tommy Bahama. “We chose to work with Medallia as their software enables our guests to easily and quickly provide us with feedback about their needs and wants. By proactively embedding the Voice of the Customer inside our business, we can directly take action on the issues and services that are most important to our guests and to us.”
In the initial stages, Tommy Bahama will use Medallia’s CEM software to capture the VoC from guests who buy in retail stores, at outlet locations, and through in-store kiosks. The system integrates this data with data from its POS system and ultimately sends it to all employees in real time, so they can act on the most important guest issues and continue to turn shoppers into brand advocates. Closed-loop alerting will also enable Tommy Bahama associates to immediately reach out to guests who want to be contacted.
“We are thrilled to welcome Tommy Bahama to the Medallia family,” said Borge Hald, co-founder and CEO of Medallia. “Tommy Bahama is a leading brand, and we are excited to help it improve on its already great guest experience. We are confident that by placing the guest experience at the center of its daily operations, Tommy Bahama will be able to move to the forefront of the luxury lifestyle market.”
Customer experience best practices will be the focus at Medallia’s annual Experience 2014: The CEM Leadership Conference from May 14 to 16, 2014, and the Medallia Institute will offer a Customer Experience (CX) certification course May 12 to 14. Both events will take place at the Ritz-Carlton, Half Moon Bay, the award-winning hotel and spa on the Northern California coast. For registration details, visit https://www.regonline.com/builder/site/Default.aspx?EventID=1425608.
About Tommy Bahama
Tommy Bahama is part of Tommy Bahama Group, Inc., a wholly owned subsidiary of Oxford Industries, Inc. Established in August 1992, with corporate headquarters in Seattle, Tommy Bahama is an island-inspired lifestyle brand that defines relaxed, sophisticated style in men’s and women’s sportswear, swimwear, accessories, and footwear, and a complete home furnishings collection. The company owns and operates over 130 Tommy Bahama retail locations worldwide, 14 of which offer a Tommy Bahama Restaurant & Bar. Through a partnership with Border Free global ecommerce, TommyBahama.com ships merchandise directly to consumers in over 100 countries. Tommy Bahama products are also available at the finest U.S. retailers, including Nordstrom and other specialty retailers. Additional stores will be opening this year. For more information, please visit www.tommybahama.com.