Engage every local team to deliver excellence
Empower every team to deliver excellent customer experiences
Every location — whether it’s a retail store, hotel, dealership, branch, or other service point — is a meeting place for your brand, run by a local team. Medallia engages those teams with customized views of the customer experience so they can deliver excellence and learn from each customer interaction.
Deliver consistent customer experiences everywhere
Real-time information helps you monitor and manage customer feedback in order to ensure consistent, high performance in all your locations. Use our technology at any scale to connect hundreds, thousands, or hundreds of thousands of service employees to the customer experience they deliver.
Tune in to local customer needs
One size does not always fit all. Empower leaders across your brand to tailor experiences that engage and excite customers on the local level. Location-level feedback and analytics can surface CX insights on local markets and allow leaders to measure the effectiveness of their decisions.
Engage frontline employees
Arm your team with opportunities for self-improvement every step of the way. They crave it, and there’s no better teacher than the customer. Medallia engages every frontline employee with personalized customer feedback, so they can learn and get better every day.
Make it right when things go wrong
With Medallia, customer feedback for each location is routed instantaneously to the relevant team members so they can follow up with them personally. Using our mobile app, managers often reach out before the customer gets home, defusing problems before they risk going viral.
Uncover ideas and innovate faster
Combine machine and human learning to surface the most valuable CX improvements across locations. Use text analytics to mine comments from customer feedback tools to identify themes linked to strong and weak performance. Pair that with the wisdom of the crowd by having frontline teams tag and elevate ideas while closing the loop.
Engaging Customers Through Social Media: Making it Operational
Learn about leveraging distributed, location-based teams to engage in dialogue with customers at scale across social channels.
"It’s going to be my legacy—to create a customer experience that fits with our tagline ‘The Best or Nothing.’”
President & CEO , Mercedes-Benz USA, LLC
Leading brands that use Medallia for Location-based Operations
See what you can do with Medallia for Location-based Operations
Get feedback on location-based innovations and A/B tests using targeted survey questions and CX reporting for test and control groups.
Put customer feedback in everyone’s hands so your frontline teams can stay connected and respond to customers while they’re on the go.
Reinforce customer relationships with real-time alerts and customer engagement management workflows that help put out fires quickly and prevent future issues.
Ensure every team is making the most of customer feedback by monitoring customer engagement, closed loop actions, and more.
Route online reviews and social feedback to each location so managers can monitor their online reputation and follow up with customers.
Democratizing Customer Feedback
Find out how getting feedback into the right hands benefits customers, employees, and your bottom line.
See how a 2-step closed loop follow-up process led to significant NPS increase.