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WHAT CLIENTS SAY ABOUT OUR CUSTOMER RECOVERY

"A unique and powerful tool for responding to dissatisfied customers and solving the problem on a personal, individual level almost immediately."

Why Customer Recovery Is Important:

"We know that customers who have a problem that isn't resolved are highly unlikely to ever return to your place of business."
"The longer it takes to resolve a customer's problem, the more expensive it becomes. The customer now wants to be compensated for the additional inconvenience of trying to get the problem solved."

How Medallia Helps:

"With Medallia, we've developed a process where every customer who gives us an average or below score, or has a problem that wasn't resolved, gets a direct communication from us."
"A very important customer [who's dissatisfied] can get a call from our CEO the same day—that's a pretty cool competitive advantage."
"I really like the customer recovery functionality—to me that's a competitive advantage that you wouldn't have without the Medallia tool."
"With Medallia, we identify customers who slip through the cracks, proactively reach out to them, and recover them one at a time. That's huge."

Value of Customer Recovery:

"If you can take a bad situation and turn it around for a customer, they'll end up being even more loyal. The data itself has shown that."
"The majority of customers are impressed when we contact them in response to their negative surveys. It surprises them, it really does. It shows a level of commitment that, frankly, people don't expect from a company. We've gotten amazing feedback from them. And it's been overwhelming."
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