Request a Demo
Feedback

Job Role
Inquiry Type

YES, I agree to receive, via email, information about Medallia solutions and success stories that show how industry-leading companies improve the customer experience and increase revenue. Read our Privacy Policy in the footer below.

Read our Privacy Policy

Thank You

Your message has been received and we will contact you shortly.

Blog Archives

How to Engage Your Employees in Delighting Your Customers

by  

Written on October 31, 2017 at 8:50 pm

Categories:

Have you ever had an exceptional customer experience—one that really stood out—and wondered, ‘Why doesn’t that happen all the time?’ The big differentiator usually has to do with a company’s employees and their level of engagement. Thirty years of research indicates that greater employee engagement leads to greater customer loyalty.  But what does customer-centric engagement look  Continue Reading »

Digital Customer Experience Cheat Sheet

by  

Written on October 31, 2017 at 8:40 pm

Categories:

This detailed cheat sheet will help you map your business goals and KPIs to the right customer touch points to ensure you collect the right customer feedback so that you can: Improve customer satisfaction Understand customer frustration and usability issues Lower bounce rates and increase conversion rates online

Tips for Selecting a Digital Voice of Customer Vendor

by  

Written on October 31, 2017 at 8:34 pm

Categories:

It is not easy to choose the right VoC platform. There are many factors to consider when deciding which one is right for your organization. This article provides some key factors that you need to consider when deciding on a vendor.

A Study of 46,000 Shoppers Shows That Omnichannel Retailing Works

by  

Written on January 4, 2017 at 9:03 pm

Categories:

Original article: https://hbr.org/2017/01/a-study-of-46000-shoppers-shows-that-omnichannel-retailing-works In this article, Medallia and Utpal Dholakia, a George R. Brown Professor of Marketing at Rice University, answer the question “Are omnichannel customers more valuable?” with a large-scale study of 46,000 customers. The study reveals that omnichannel customers – shoppers who use multiple channels during their shopping journey – have bigger shopping baskets and are more loyal than  Continue Reading »

Customer Loyalty Isn’t What It Used to Be

by  

Written on October 11, 2016 at 9:21 pm

Categories:

Original Article: strategy+business, Customer Loyalty Isn’t What It Used to Be Traditional approaches to cultivating customer loyalty aren’t enough to equip companies for the seismic digital shifts hitting many industries today. Instead of relying on points programs, companies have to listen to customers and adapt products and services to their changing expectations. This article identifies four  Continue Reading »

Listen to Your Employees, Not Just Your Customers

by  

Written on September 12, 2016 at 6:53 pm

Categories:

Original Article: Harvard Business Review, Listen to Your Employees, Not Just Your Customers Linking customer and employee feedback can provide valuable insight into all aspects of the service experience.  It offers managers a more complete picture of customer-employee interactions and creates a direct channel for employees to identify CX problems and offer solutions.  This article  Continue Reading »

Your Customers Are Your Best Coaches

by  

Written on May 19, 2016 at 3:52 pm

Categories:

In this article, Fred Reichheld, the creator of NPS, and Medallia VP Dorian Stone explore a highly under-utilized resource for ensuring service quality on the front line.

The Survey is Dead. Long Live the Survey!

by  

Written on May 19, 2016 at 3:48 pm

Categories:

In this article, Fred Reichheld, the creator of NPS, and Medallia VP Dorian Stone explore the factors that are killing traditional customer satisfaction surveys — and reveal what’s coming next.