August 25, 2015
Customer Experience

How a Great Customer Experience Is Really Delivered

Meeting the demand for great experiences in the financial sector

This article was originally published in American Banker on June 25th, 2015 As an industry, banking does a poor job of connecting with customers. According to a recent Temkin Group report, consumers are more likely to recommend their fast food restaurants and airlines to a friend or colleague than their bank. Not good. Banks can …

Robert Schiff
Author:
July 23, 2015
Customer Experience

Winning With a Great Customer Experience

A Guest Post from Walt Weisner, VP of Global Customer Care at RingCentral

This article was originally published on RingCentral’s website on July 9, 2015 At RingCentral, we feel a great product combined with a great customer experience is a formula for long-term success. For this reason, we put passion, dedication and focus into delivering consistent, world-class customer delight. One key success factor has been collecting customer feedback …

Walt Weisner
Author:
July 21, 2015
Customer Experience

Manage What Matters

Great experiences lead to great finances: so why do we measure the latter and ignore the former?

“Why do companies fail?” This question is what inspired Professor Clayton Christensen to pursue his work on the theory of disruption. There are many startups out there that manage to identify and meet a customer need. They become successful; they grow big. Systems are put in place to manage the scale they achieve. They start …

James Allworth
Author:
July 9, 2015
Customer Experience

Amazon and the Quest for Instant Gratification

Announcing the Release of “The Retailer’s Guide to Competing with Amazon”

As Jeff Bezos and his team have tirelessly developed Amazon and its offering, one guiding principle has tended to rise above others: remove friction from the customer experience. No frills — but even less friction. That being said, if you asked an Amazon customer what’s the one thing that’s left wanting? The answer invariably will …

The Medallia Team
Author:
June 26, 2015
Customer Experience

Medallia’s 2015 Customer Experience Benchmark Report

How Does Your Company Stack Up?

To an outside observer, the most visible cause of customer experience excellence seems to be company’s attitude toward their customers. Employees at every level — from the CEO’s strategic decisions down to the frontline’s daily interactions — seem to magically grasp exactly what customers want, and consistently go out of their way to delight them. …

The Medallia Team
Author:
June 19, 2015
Customer Experience

Webinar: Customer Centricity and the Science of Habit Change

Featuring a lecture and Q&A with Charles Duhigg, author of "The Power of Habit"

Anyone whose company has tried to change the culture around its customer experience knows that the results don’t always match the intent. The company might devote lots of time and resources to creating new slogans, training programs and even external branding. But somewhere between planning and the execution, things go off-track — and customers end …

The Medallia Team
Author:
June 3, 2015
Customer Experience

Case Study: Maintaining a Consistent Customer Experience During Rapid Growth

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 …

The Medallia Team
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