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Blog Archives

Lessons From the Intersection of Brand and Customer Experience

Written on November 29, 2017 at 12:34 am

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Claims that strong customer relationships trump brands in a digital world make for great head­lines. But rarely is the reality so definitive. That is what Medallia found when we partnered with a large international luxury retailer to look at the interplay between brand and customer experience. Read this report to understand the dynamics of brand  Continue Reading »

Confronting Problems with Ratings-Based Compensation Systems

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Written on October 31, 2017 at 8:33 pm

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Although companies increasingly value consistently positive customer experiences, some ratings-based pay-for-performance systems create unintended consequences. In this brief, Medallia identifies three steps that companies can take to mitigate these unintended consequences.

10 Ways to Improve Retail Operations Through Customer Feedback

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Written on October 31, 2017 at 8:31 pm

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In today’s omnichannel retail environment, retailers have more opportunities than ever before to drive a positive customer experience. This infographic will provide you with 10 ways that retailers can leverage customer feedback to drive greater engagement and advocacy with customers.

City Beach Australia Increases E-Commerce Sales by 30% and Conversion Rates by 25%

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Written on July 5, 2017 at 11:40 pm

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City Beach caters to 13 to 24-year-olds who love skating, surfing and urban fashion and has 60 physical stores across Australia. City Beach Australia not only offers great apparel and accessories, but a unique shopping experience and culture, and the company wanted to replicate that atmosphere on its new website. It needed a way for  Continue Reading »

Large Australian Online Retailer Leverages Medallia Digital to Improve E-Commerce and Drive New Opportunities

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Written on July 5, 2017 at 11:29 pm

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This large Australian online retailer has evolved from a pure-play online retailer to become a destination for customers to connect with everything action sports related. Together, the retailer’s websites serve a unique customer audience of over 6 million. As an online retail pure-play, the company recognized the need to provide a user experience that would  Continue Reading »

Industry Insights: Real Life Use Cases to Help You Improve CX, Increase Conversions and Build Brand Loyalty

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Written on July 5, 2017 at 11:24 pm

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Our Industry Insights whitepaper provides best practices based on real life insights from telecommunication, aviation, retail and e-commerce industries who leveraged a VoC program to reduce call center costs, increase conversion, boost revenue and reduce churn.

Medallia for Retail

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Written on June 21, 2017 at 6:46 pm

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Give customers a reason to keep coming back Experience is the new brand. Delivering a differentiated experience that consistently wows customers will have them spending more and keep them coming back. To do this, retailers must engage in conversations in which customer feedback becomes a central part of the operating system, creates accountability to the  Continue Reading »

Capturing the Value of the Omnichannel Customer

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Written on June 19, 2017 at 8:48 pm

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This Spotlight provides an executive summary of our white paper Winning Customers in an Omnichannel World. Organizations that want to remain competitive in the face of seismic industry shifts often wonder what factors are most important to creating strong omnichannel experiences and what impact they’re likely to have on customer behavior. New Medallia research quantifies  Continue Reading »

Winning Customers in an Omnichannel World

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Written on June 19, 2017 at 8:45 pm

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Omnichannel customers are not only the reality of modern commerce—they are the future. To stay competitive in a world where consumers have a growing number of channels to choose from, companies must understand the why, how, when, and what behind their omnichannel customers’ behavior. In this report, we quantify the value of a great omnichannel  Continue Reading »

How Urban Outfitters Wins at CX

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Written on March 30, 2017 at 3:26 pm

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In-store experience for retailers has never been as critical as it is today. Online retailers are changing how consumers buy products, the millennial generation is the largest buying demographic in the history of the world, disruption is the new norm, and successful retailers are doubling-down on the store experience. And it’s not just for the  Continue Reading »