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Customer experience and employee engagement are leading indicators of business performance. And in the 21st century, you can act on them today, in real-time, to win now—not tomorrow, when it’s too late. But to get there, you need the newest paradigm: Corporate Excellence Platform.

 

The Old Paradigm: Customer Satisfaction Research

The Current Paradigm: Enterprise Feedback Management

The Future Paradigm, Now: Corporate Excellence Platform
Goal Develop the best insights Deliver insights to your in-box Improve firm performance
Focus Data collection and analyses, the right loyalty model Provide traditional market research better, faster, cheaper online Enable company to work together toward clear improvement goals
Improvement process Cumbersome Still management-led but facilitated by technology Agile, organic
Management resources required Extremely high Moderately high Moderate
Number of improvement initiatives per year 1 to 2 A handful Limitless
Flow of improvement ideas From the top down, often within organizational silos
  • Companies hire market research firms to collect and analyze data.
  • Market research firms deliver insights and advice in presentations to senior managers who might or might not embrace those ideas.
  • The senior managers then develop individual work plans around one or two large, management-intensive, consultant-recommended initiatives, which might take a year or more to bear fruit—if at all.
 From the top down, often within organizational silos
  • Companies supercharge what they did under the old paradigm of customer satisfaction research by compressing the time between when data is collected and when it is reported.
  • EFM helps employees act on feedback data by getting it onto their laptops in near real time.
  • Unfortunately, some of the problems of the old paradigm persist. Senior managers still develop improvements plans using the elbow grease of the old paradigm: management time.
 Throughout the organization, using technology-enabled sharing
  • Medallia enables companies to harness the improvement efforts that their organizations make naturally to drive corporate excellence.
  • Companies also supercharge their ability to coordinate action: a customer service rep is notified when a customer is at risk of defecting, takes action, and tracks the progress of the customer recovery effort until it is complete.
  • A Corporate Excellence Platform helps your entire organization play well together to win.