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home » news » 2005
MEDALLIA IN THE NEWS » 2005
7/16/2005: Carlson Enhances Brands
ORLANDO, FL—Working toward shedding its image as strictly a franchise company, Carlson Hotels Worldwide not only provided attendees of its annual brand conference here with a model for future success but also reinforced its own efforts to diversify as an owner and an operator...
With an emphasis on quality control, particularly with its Radisson brand, Carlson unveiled a new automated response system from Medallia. The new system is expected to generate up to 500,000 responses per month with regards to guest satisfaction.
6/20/2005: When "Selective Service" Means Superior Service
DALLAS, TX—At La Quinta and Baymont hotels...we recently installed the Medallia Alerts program, a quick-response mechanism that triggers an immediate alert to a general manager when a guest complaint or evaluation rises to a certain level—and then allows our regional and corporate management to quickly record the resolution of the problem for tracking and evaluation purposes.
Should the GM (General Manager) fail to act promptly to close the issue, within three days, the system automatically escalates the complaint to the level of regional vice president, franchise service director, or corporate guest assistance for remediation.
6/16/2005: Your Property, Your Customers: Direct Feedback Through Medallia
PARSIPPANY, NJ—Cendant hotel franchisees speak on topics relevant to other current and potential franchisees, discussing how Cendant supports their operations and the strategic advantages of a Cendant hotel franchise. One franchisee: "We love the Medallia program because...it gives us instant access to what our guests are thinking..."
5/16/2005: Radisson Bed Program Differentiates Brand
ORLANDO, FL—All Carlson brands will launch a new electronic guest-feedback system from Medallia this year to replace paper comment cards next year. Guests who share their e-mail addresses with the company will receive surveys via e-mail, (Bjorn) Gullaksen, (Executive V.P, Full-Service Hotels), said.
"This will take Carlson out of the role of brand police and put us into the role of brand stewards," he said.
5/2005: Accor Expands, Carlson Consolidates
ORLANDO, FL—Now that pricing has stabilized and Carlson (Hotels Worldwide) has freed its brands from the commodity stigma, "we need to get everybody engaged in the transformation stage," said Bjorn Gullaksen, executive vice president and brand leader, full-service hotels. To that end, starting in July, Carlson will offer technology from software firm Medallia enabling instant guest feedback. This addition to Carlson's customary semi-annual quality inspections will give the privately held company unprecedented insight into the customer's perception of its properties—and opportunity to improve it, Gullaksen suggested.
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MEDALLIA ANNOUNCEMENTS » 2005
11/1/2005: Medallia Implements Satisfy: Contact Center™ at Fairfield Resorts
MENLO PARK, CA—Fairfield Resorts, the largest operator of timeshare resorts in the world, will implement Satisfy: Contact Center™ this month, expanding its use of Medallia just months after first implementing the company’s customer feedback solutions. Satisfy: Contact Center™ gathers and reports feedback from customers who have called a company’s 1-800 number. “Our strategy is to track satisfaction wherever a customer touches a company,” said Medallia CEO Borge Hald, “and contact centers are a key customer touchpoint.”
8/1/2005: Medallia Launches RivalTracker™ 2.0
MENLO PARK, CA—Medallia has begun rolling out version two of RivalTracker™, its acclaimed benchmarking product that tells companies how well each of their establishments satisfies customers compared to competitors across the street. Version two of RivalTracker is based on millions more responses from consumers than version one. "Nothing out there comes close to what we offer," said CEO Borge Hald. Medallia clients agree. Rich Johnson, Senior Director at Cendant, noted that "implementing the upgraded RivalTracker is our number one priority. The competitive advantage it will give us is unprecedented."
7/1/2005: Medallia to Host 2006 Best Practices Conference
MENLO PARK, CA—Medallia will host a Best Practices Conference in Phoenix, Arizona, from March 1 to 3, 2006. Though the exact schedule is still in the planning stages, VP of Business Development Elizabeth Carducci said the conference promises to surpass the highly acclaimed 2004 event. "There are simply a lot of exciting developments to talk about," she said. For more details on the conference, please contact Medallia.
6/20/2005: European Office Opening
MENLO PARK, CA—Medallia will open an engineering office in Oslo, Norway, in early 2006. A team of Norwegian programmers, who are currently working in Medallia's Silicon Valley location, will anchor the office. "With the opening of this office, we will extend to Europe our formula for success: world-class engineering talent developing great technology to solve tough business problems," said CTO Ulrich Stern. Stern added that he was thrilled with the caliber of engineers who will join the European office, noting that many had medaled in international programming competitions.
4/26/2005: Medallia Implements New “Membership Monitor” at Hilton Grand Vacations Club
MENLO PARK, CA—Medallia announced that Hilton Grand Vacations Club (HGVC), a membership-based vacation resort, will become the first company to deploy its recently-released Membership Monitor solution. The agreement is HGVC’s second deal with Medallia this year.
3/23/2005: Fairfield Resorts Becomes Second Timeshare Company to Choose Medallia for Guest Satisfaction Program
MENLO PARK, CA—Less than two months after it began serving the timeshare vacation industry, Medallia announced it would run the resort satisfaction program of Fairfield Resorts, which, with more than 500,000 members, is the largest operator of vacation resorts in the world.
3/17/2005: Medallia Is Certified EU Safe Harbor Compliant, Joins TRUSTe Privacy Seal Program
MENLO PARK, CA—Medallia today announced its membership in the EU Safe Harbor and TRUSTe Privacy Seal programs. Medallia CEO Borge Hald said, "We have always been committed to safeguarding the privacy of customers' personally identifiable information. Today, we formalized that commitment." Hald added that Medallia's certification as EU Safe Harbor compliant was particularly critical because of the company's growing business in Europe. TRUSTe is an independent nonprofit that certifies and monitors web site privacy and e-mail policies and practices. The EU Safe Harbor Program is a framework established by U.S. and European parties for collecting, using, and retaining personally identifiable information from EU countries. For information about Medallia's privacy policy, please see www.medallia.com/privacy.php
1/11/2005: Medallia To Serve Vacation Ownership Industry, Signs Deal with Hilton Grand Vacations Club
MENLO PARK, CA—Medallia today announced it will run the customer satisfaction tracking program for Hilton Grand Vacations Club (HGVC), one of the most popular and successful operators in the vacation resort industry.
1/5/2005: Medallia Inks Trademark Deal with Delta Airlines
MENLO PARK, CA—Medallia, Inc. and Delta Airlines (DAL) today signed an agreement to avoid any confusion over their respective trademarks: Medallia's "Medallia" trademark and Delta's "Medallion" trademark associated with its SkyMiles™ frequent flier program. Under the terms of the agreement, Medallia will not use the Medallia trademark when collecting customer feedback about passenger airline services or airline loyalty programs. "This is a fair agreement that avoids even the possibility of customer confusion about the two marks," said Medallia CEO Borge Hald. He added that because Medallia has been in sales discussions with airlines, the company is actively developing new names under which to offer its services to the airline industry.
1/3/2005: Medallia Launches Satisfy: Business™
MENLO PARK, CA—Responding to requests from its clients, Medallia today unveiled the latest addition to its Satisfy™ suite of feedback management solutions: Satisfy: Business™. "A lot of our clients' sales are to intermediaries, not end customers," said VP of Market Research Steve Earwaker. "Selling and servicing intermediaries can be more complicated. Our clients wanted a Satisfy™ product that addressed those realities." Satisfy: Business™, which combines Medallia's much-admired technology with new functionality tailored to intermediary sales, will roll out in Q2 2005.
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