Medallia For

Location-Based Operations

Engage every local team to deliver excellence

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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.

Blog

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.

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"It’s going to be my legacy—to create a customer experience that fits with our tagline ‘The Best or Nothing.’”

Stephen Cannon
President & CEO , Mercedes-Benz USA, LLC

Leading brands that use Medallia for Location-based Operations

Key Features

Ask Now

Get feedback on location-based innovations and A/B tests using targeted survey questions and CX reporting for test and control groups.

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Mobile

Put customer feedback in everyone’s hands so your frontline teams can stay connected and respond to customers while they’re on the go.

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Social

Encourage guests to share via social media and review sites

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Closed-Loop Action

Reinforce customer relationships with real-time alerts and customer engagement management workflows that help put out fires quickly and prevent future issues.

Health Check

Ensure every team is making the most of customer feedback by monitoring customer engagement, closed loop actions, and more.

Social Feedback

Route online reviews and social feedback to each location so managers can monitor their online reputation and follow up with customers.

Whitepaper

Democratizing Customer Feedback

Find out how getting feedback into the right hands benefits customers, employees, and your bottom line.

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Case Study

Mercedes-Benz

See how a 2-step closed loop follow-up process led to significant NPS increase.

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