Nov 07, 2019
Learn how Mexico’s leading hospitality brand captures guest signals – specifically unstructured written comments – and analyzes them with Medallia Text Analytics. By listening to guests’ feedback in their own words, Posadas drives product and service improvements, dramatically improves experience scores, and ultimately drives business value.
Jan 18, 2019
Since first opening its doors in New York City in 1879, Madison Square Garden (MSG) has focused on the mission to lift the human spirit by gathering communities around exceptional live experiences on the world’s greatest stages. MSG partnered with Medallia to take its live show experiences to the next level. Within the first week of implementing program, MSG gleaned valuable insights that have led to impactful changes to show
Nov 27, 2017
A large European Telco operator wanted to increase the number of customers who found support solutions on its website, thereby lowering the volume of calls to its contact center and reducing service costs. The company also wanted to ensure that they it retained its position as a service leader and that customer satisfaction remained high during the transition to self-service. The company achieved amazing results including: Increased online support resolutions
Oct 31, 2017
Frontier Airlines believes travel should be for everyone. Low fares allow people to travel more often, see new places, connect with family and loved ones and develop business opportunities. Headquartered in Denver, they currently serve more than 80 cities in the US, Mexico, and the Dominican Republic. Frontier is focused on delivering a great customer experience, but realized they did not have good enough insight into how their customers felt
Oct 28, 2015
Using the Voice of the Customer as a Catalyst for Strategic Growth
Jun 03, 2015
Customer Experience Featured
You would be hard-pressed to find a company these days that doesn’t collect some type of customer data after important interactions — but this information alone won’t give those companies a big-picture understanding of the experiences they deliver. While customers do bring important expectations to each interaction, as many 50% of all interactions occur as part of a multi-event, multi-channel journey. To fully understand how satisfied their customers are —
May 29, 2015
Find out how Windstream continues to operationalize feedback throughout the organization to deliver superior customer experiences.
May 22, 2015
To identify and rescue unhappy customers, RingCentral had to see the customer journey from the customer’s perspective. The company resolved to achieve this complete view and take action on the voice of the customer with Medallia.