Nov 05, 2019
For Business-to-Business (B2B) companies, meeting customer expectations – let alone exceeding them – is a tall order. Like their consumer counterparts, B2B customers want high-quality products and services; efficient customer service; easily digestible online information; and troubleshooting help on demand – all available through their preferred channels. Yet most B2B organizations tend to receive low marks on CX index ratings – on average, less than 50 percent compared to the
Oct 28, 2015
Using the Voice of the Customer as a Catalyst for Strategic Growth
Jun 12, 2014
Continually (Re)inventing the Standards of Customer Experience
Jun 03, 2014
The Best or Nothing: Driving Improvements into the Enterprise Through Customer Feedback
May 14, 2014
Study also shows use of mobile devices by customers to provide feedback to companies surged to 60 percent in 2013 PALO ALTO, Calif., May 14, 2014 — Medallia® the global leader in SaaS Customer Experience Management (CEM) solutions, today released its annual Customer Benchmark Research Study. The free report shows that organizations where employees, from the C-suite to the frontline, engage with customer experience feedback simply achieve greater customer satisfaction.
May 13, 2014
Customer Experience Featured
What are the leaders of customer experience doing differently? Which of their best practices should you incorporate into your business? The Medallia 2014 Customer Benchmark is our annual analysis of just these questions. Created by the Medallia Institute, the Benchmark incorporates data from hundreds of CEM programs in Medallia’s customer portfolio. These customers come from 7 core industries, which range from telecommunications to hospitality and provide the Benchmark with a
Mar 21, 2014
Cox Communications is on an impressive CX trajectory. Just 18 months after launching a new NPS program with Medallia, the company has measured dramatic CX improvements and business impacts across the organization. Learn how Cox has reduced churn, demonstrated the ROI of promoters, and improved NPS.
Jan 30, 2014
Ten years ago, Fred Reichheld published an article in Harvard Business Review on the “One Number You Need to Grow“. That watershed article introduced the concept of the Net Promoter Score (NPS) to the world: measuring customer loyalty by asking customers how likely they were to recommend (LTR) a business to a friend or family member. The NPS score is calculated by subtracting the percentage of detractors (ranking of 6 or
Jan 02, 2014
Within one year of rolling out Medallia’s real-time platform, GE Healthcare’s IT division has seen its net satisfaction scores go from 70- 84–a world-class level, and especially impressive in healthcare. Learn how GE Healthcare’s multi-channel, multi-touchpoint program enables the company to monitor and improve experiences at a global scale.