Jun 06, 2018
Customer Experience Featured
We are always interested in learning more about how Medallia helps companies win. And who better to learn from than the people using the Medallia customer experience platform everyday. That’s why we recently commissioned Forrester Consulting to conduct ‘The Forrester Total Economic Impact™ Study’ to help us understand how fast revenue could grow with an investment in Medallia and customer experience. For the study, Forrester conducted in-depth interviews with multiple
Apr 18, 2018
We know how important customer-centricity is to the future success of your organization. So what does it take to build a customer-centric culture, even when faced with resistance? Our Driving Culture and Accountability track at Experience ‘18 was designed not only to answer that question, but inspire you to consider what an outstanding level of customer-first momentum could do to transform your company. We have brought CX leaders from
Nov 09, 2017
In this webinar, you’ll learn how to re-orient your message to unlock a customer-focused culture and stronger business performance. It addresses misconceptions in four key areas so you can improve the operational effectiveness of your CX efforts: getting customer feedback engaging your teams using CX metrics making improvements
Jul 24, 2017
This Spotlight provides an executive summary of our white paper The Big Story Behind Your Big Data: Six Practices for Making an Impact with Text Analytics.
Jun 07, 2016
On their own, both company culture and management practices influence how employees behave with your customers. But when culture and practices align around the customer, we see the biggest benefits. This white paper features brand-new research from the Medallia Institute about the keys to driving customer-centric behavior amongst a broad employee base.
Mar 14, 2016
There’s something uniquely illuminating about hearing a customer’s story through their own words — as opposed to just seeing the scores they give. But creating these moments of enlightenment across your organization can be tough for large companies with large amounts of social media posts, online reviews, and survey comments to sort through. Text analytics engines, which draw key trends and concepts from unstructured feedback, can help overcome this challenge.
Feb 04, 2016
When companies are designing surveys to gather customer feedback, they frequently wonder: Is it better to ask for ratings on a 0-to-10 scale? Or is it more useful to use a 1-to-5 scale? Since people are evaluating everything from taxi rides and hotel stays to their engagement at work, these questions become critical in designing a customer feedback system. The Medallia Institute has developed 7 key questions to help customer experience professionals choose the
May 28, 2014
Featured People & Culture
Originally published on the Harvard Business Review blog on May 23, 2014. What do you wish you had known about your manager before you started your current job? Work style? Personality? Approach to management? Ability (or inability) to empathize? Most advice around job searching and interviewing has become common knowledge: Research the company, ask questions about the company culture, send a thank you note, and so on. But while this routine might inform you (and get you