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MEDALLIA IN THE NEWS » 2004

11/9/2004: Cendant Polishing Up Ramada Brand

PARSIPPANY, NJ—Central to the Cendant plan to reignite the Ramada brand is an overhaul of its quality control processes. In the next week, Cendant is expected to announce a new initiative, dubbed Positive Guest Experience, under which its 881 North American franchisees will be given real-time online access to all quality assurance reports culled from a new electronic guest-satisfaction survey system. All franchisees will be on the system by January.

Coupled with the new online system, enabled with software from Medallia, Inc., a Menlo Park, Calif., supplier, is a stepped-up effort to expunge franchisees with what Cendant called substandard properties from the system. The company raised the passing score on its quality test from 400 to 435; a perfect score is 500.

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11/1/2004: New Logo, Standards Among Brand's Changes

PARSIPPANY, NJ—The Ramada brand is going through many high-profile changes as part of an overall program to upgrade its image. ...A new guest-satisfaction measurement is being introduced across all eight of Cendant's brands, including Ramada....As part of the new initiative, every franchisee will have real-time access to all QA reports, a new electronic guest-satisfaction survey system and solutions-based software for each deficiency by January. The guest feedback is gathered from daily surveys and fed into a system that is enabled by Medallia, a Menlo Park, Calif.-based company.

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5/4/2004: Wyndham Is Tops for Customer Service

DALLAS, TX—Wyndham International, Inc. is the recipient of a prestigious accolade for another industry-first program based on its philosophy of listening and responding to guest needs. Thanks to its online customer satisfaction technology, provided by Medallia, Inc., Wyndham has earned Lodging Hospitality's 2004 Customer Service Chain Leadership Award. This latest honor is continued proof that the company's commitment to redefining the hotel experience by providing personalized service is exceeding travelers' needs.

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MEDALLIA ANNOUNCEMENTS

12/6/2004: Medallia Launches Satisfy: Contact Center™

MENLO PARK, CA—Medallia today announced the addition of Contact Center to its Satisfy™ suite of products. Satisfy: Contact Center™ enables companies to improve contact center service by asking customers about their contact center experiences. Medallia plans to implement Satisfy: Contact Center™ at two companies in early 2005. "Contact centers handle all correspondence with customers, including telephone, website, e-mail, and mail," said VP of Market Research Steve Earwaker. "They are a vital link to customers and an important addition to our Satisfy™ suite."

11/1/2004: Medallia Launches Satisfy: Membership™

MENLO PARK, CA—Medallia will add a new product to its Satisfy™ suite that is tailored to the needs of time-share companies, fitness centers, wireless services, and other companies that sell their products as memberships or subscriptions. "Customer satisfaction is a special challenge for membership organizations," said Steve Earwaker, VP of Market Research for Medallia. "They can be hard pressed to monitor satisfaction when their customers don't make ongoing purchases." Earwaker said that Satisfy: Subscriber™ addresses the unique needs of subscriber and membership organizations and that roll-outs of it were already scheduled for two vacation ownership companies and one national fitness chain.

9/15/2004: Medallia Best Practices Conference a Success

WHITE SULPHUR SPRINGS, WV—Medallia today wrapped up its 2004 Best Practices conference at The Greenbrier Resort in West Virginia. Attendees, who were senior executives from some of the nation's most customer-satisfaction-focused firms, welcomed the opportunity to learn about the latest developments and exchange information with counterparts. "It was a great success," said conference organizer Elizabeth Carducci, who heads business development at Medallia. Based on the overwhelming positive response from attendees, Carducci added that Medallia would sponsor a similar event next year. "Basically, attendees told us that if we didn't host this next year, they would—that's how valuable it was."

7/28/2004: Medallia Announces Financial Results for 2003

MENLO PARK, CA—Medallia reported that it achieved full-year profitability in the fiscal year ended December 31, 2003, and that revenues increased more than 600% from fiscal year 2002 to 2003. "The results are excellent," said Medallia CFO Amy Pressman. "Once again we far exceeded our revenue estimates. It's an understatement to say that we are thrilled." When asked to explain the phenomenal results, Pressman said: "We are uniquely positioned to help companies win the battle for the customer by leveraging technology. It shows in our rapid growth."

3/8/2004: Medallia Announces Venue for its 2004 Best Practices Conference

MENLO PARK, CA—Medallia will host its inaugural conference on best practices in customer feedback management at The Greenbrier Resort in White Sulphur Springs, West Virginia. The dates of the conference are September 13 to 15, 2004. Session topics will include integrating multiple data sources, using customer feedback to drive operational improvements and customer recovery, and leveraging new technology.