April 16, 2014
Customer Experience

Two Simple Ways to Increase Your Customer Feedback Response Rates

Make your email invitations pop

Congratulations! You’ve just established a world-class customer experience program for your business.  You’ve obtained buy-in from all levels of the organization; you’re asking the customer for feedback at every touchpoint; you have a solid process for closing the loop with customers once they submit feedback; and you’ve invested in a state of the art CEM …

Victor Liu
Author:
April 10, 2014
Customer Experience

The Shareconomy May Have A Customer Experience Problem

Creating consistency through customer feedback

Just because you own the company, doesn’t mean that you own the experience. Whether you rely on frontlines or franchisees, many business leaders must trust individuals far beyond their immediate reach to dictate customer experience and represent brand. This is not a new concept in business. However, it’s something the rising “Shareconomy” must deal with …

Andrew Nunnelly
Author:
April 7, 2014
Customer Experience

What We Can All Learn From Uber’s Customer Experience

How "e-hailers" disrupted a 400-year-old industry

Customers aren’t willing to suffer through badly designed experiences anymore. Case in point: the cab industry. Since the public hackney coach service was launched in London in the 17th Century — all the way through to today — the experience has literally gone unchanged: 1) Riders hail cabs (coaches back then) on the side of …

Michelle de Haaff
Author:
April 2, 2014
Product & Innovation

How Text Analytics Works

From our latest whitepaper: A closer look at topic and sentiment analysis

When customers are ecstatic or disappointed with their experience with your company, it’s very likely that they will leave comments filled with extremely useful information for your business.  These comments can be left anywhere — from surveys to social reviews and status updates.  For many brands, however, this wealth of data can become too overwhelming …

Ji Fang
Author:
April 1, 2014
Product & Innovation

Product Announcement: Medallia Flux, the Latest Advancement in Closing the Loop

(PALO ALTO, April 1, 2014) – “Closing the loop” on customer feedback — whether positive or negative — has always been one of the most important best practices for customer experience management. It solidifies loyalty and will often convert detractors into promoters. As part of our effort to encourage this best practice, we’ve continually worked …

Andrew Nunnelly
Author:
March 13, 2014
People & Culture

#SwagDonationSXSW: Two Days, Hundreds of Supporters, and Tons of Swag for the Homeless

When Medallia partnered with Austin’s Foundation for the Homeless to collect promotional swag at SXSW, we knew what we wanted to happen: To raise awareness of the issue of homelessness in Austin and FFTH’s inspiring work — as well as collect crucial items for the city’s neediest. But we had no idea what would happen. Hats, bags, flashlights, USB drives, sanitary wipes, nonperishable …

Andrew Nunnelly
Author:
March 11, 2014
Customer Experience

The End of Brands? Not If You Care About Customer Experience

In a recent New Yorker article, James Surowiecki describes the “Twilight of the Brands” — the decline of an era where brands dominated consumer perception of products. The culprit, Surowiecki claims, is the Internet and its wealth of reviews and product data.  E-commerce sites, like Amazon, and review sites, like Engadget and CNET, have allowed previously unknown …

Victor Liu
Author:
March 6, 2014
People & Culture

SXSW 2014 — Donate Your Swag!

Instead of giving out promotional swag, we're collecting it for a good cause.

South by Southwest is a creative summit of unequalled proportion. It brings together minds and ideas from the communities of tech, music, film, and beyond, mashes them all together, and catalyzes new concepts and actions that will reverberate through the following year. And while there’s much to celebrate about the keynotes, panels, and creative expression, …

Andrew Nunnelly
Author:
March 5, 2014
Customer Experience

Customers Want to Know: “What are you doing with my feedback?”

If your customers don't think you do anything with their feedback, they won't give it to you

Why aren’t your customers completing their surveys? These non-responders tend to spend less, and are more likely to abandon your brand.  When they’re unhappy with your services and products, they don’t give you the chance to close the loop. Have you considered that they’re not engaging with your organization because they don’t believe their opinions …

Victor Liu
Author:
February 27, 2014
Customer Experience

Loehmann’s And The Dodos Of Retail

People love discounts, but they also love great customer experiences.

Picture this: You’re looking for an outfit for tonight’s big party. The shop you’re in is gigantic. It’s organizational scheme seems designed by Escher — or no one. It’s as if a truck full of clothes exploded, and the clothes landed everywhere. The crowds hungrily move past you, searching for the best finds and elbowing …

Andrew Nunnelly
Author:
February 25, 2014
Customer Experience

Stranger Than Friction: Are Survey Non-Responders Hurting Your Business?

Your silent customers could be worse for your bottom line than you think

How can you make a customer happier if they won’t bother to tell you what’s wrong? Perhaps customers aren’t responding because they don’t think your company will read or take action on the feedback. Perhaps they think their voice is an insignificant drop of water compared to the masses. Or perhaps they’re so frustrated that …

Jonathan Sockell
Author: