May 8, 2013
One topic that always comes up in the Medallia Client Services group where I work is how to increase survey response rates. Each additional survey response is an opportunity not only to forge a partnership with a customer, but also to uncover important insights and drive real improvements in the organization. We’ve got tons of Read More >
May 1, 2013
At Medallia, we talk a lot about embedding the customer into the daily operating rhythm of an organization. That means gathering feedback from customers everywhere and pumping the feedback throughout an organization in a way that creates dialog, insight, and, ultimately, effective action: engagement, recovery, promotion, innovation. This morning at the Gartner & 1to1Media CRM Read More >
April 25, 2013
Customer journey mapping is a concept that has received a lot of attention lately in the customer experience world. But it is not new. Companies and consultants have been white-boarding and power-pointing customer journeys for many years. What surprises me is how little time most companies put into creating a simple, high-level customer journey map Read More >
April 18, 2013
Bruce Temkin of the Temkin Group joined us recently for a webinar, “How Text Analytics is Changing the Customer Experience.” It was among our highest-rated and best-attended online events. During the webinar, most questions centered on one simple concept: “What can I do with Text Analytics that I’m not getting in my current survey-based customer Read More >
April 11, 2013
At Extended Stay America Hotels (ESH), creating outstanding customer experiences is not just a motto—it’s a way of life. In each staff room in each of the 675 ESH hotels countrywide, walls are covered with acronyms, initiatives, and motivational posters: DANCE: Delight guests; Activate associates; Neutralize costs; Care for community; Expand revenues. GREAT: Greet with Read More >
April 3, 2013
Robert Wright, in his book, Nonzero: The Logic of Human Destiny, explains that we would all be better served by looking at solutions from a “nonzero” perspective, meaning there doesn’t have to be a “winner” and a “loser.” Wright’s assertion is that because of our interdependence with others, whether they are companies and their customers or Read More >
March 28, 2013
It’s finally upon us—APRIL 1, the early bird date to register for Medallia’s Best Practices Forum 2013 in Napa, Calif., May 15 to 17. “Why bother with an early bird deal at all?” you may be thinking. Because early bird registration is good for you and good for us. Good for You We set early Read More >
March 27, 2013
Though Medallia clients capture millions of survey responses from their customers every year, sometimes customers need a nudge to participate. That’s where incentives — the rewards companies give customers in exchange for taking a survey — come in. Incentives can boost survey participation but they can also skew results, waste resources, and even offend customers. Read More >
March 21, 2013
As part of a recent webinar on Medallia’s Mobile Apps, we incorporated data from the Medallia Institute that shows the importance of frontline engagement. Warning: This graphic could change your company (for the better)! Among the hundreds of brands Medallia serves, those whose frontline employees regularly log into the Medallia system to understand the customer Read More >
March 14, 2013
A commissioned survey of more than 2,100 travelers conducted by Forrester on behalf of TripAdvisor confirmed what most travelers already know: that travelers find user-generated reviews important when making booking decisions. Let’s face it, most of us won’t stay at an unknown hotel without checking an online review or asking a friend. Our normal behavior is to Read More >
