Services

Best
Practices
Consulting Because You’ll Want A Partner

You know you want the best customer experience management program: one that operates in real time, that drives employee engagement, and that improves operations down to the frontlines. You’ve chosen the best system. But how do you execute? Medallia is there for you.

A Partnership That Drives Action

Medallia’s professional services teams focus on what works: Best Practices, the methodologies, technologies, and processes customer experience leaders use—and customer experience laggards do not.

Get it right

Best Practices Consulting

  • Customer experience audits
  • Program roadmap development
  • Survey questionnaire design
  • Customer recovery design
  • System design
  • Goal setting
  • Incentive system design
  • Employee engagement linkage

Get it done

Program Services

  • Program operation
  • System configuration
  • Language translations
  • Data warehouse integration
  • User training
View Custom Project Examples

Our Consulting Services Are Different

An experienced A-team

Our Best Practices groups are seasoned and proven “A-teams” composed of former senior staff and executives from the top US consulting and market research firms, including McKinsey, Gallup, Boston Consulting Group, Ipsos, Harris Interactive, and NPD Group. More than 75% of team members have advanced degrees in market/customer research-related fields from top universities.

Specialized groups

Customer demands—and the customer experience—vary from industry to industry. There is no “one size fits all.” Yet many enterprise feedback management providers sell a single approach. At Medallia, we organize our Best Practices groups by industry and by topic and work tirelessly to develop and disseminate the “best practices” that are best for you.

Current Practice Areas

Technology Expertise

Customer Experience Management is shifting dramatically, moving from an exclusive focus on research to a greater focus on technology systems. And for good reason: Technology is a force multiplier, enabling exponentially more action than non-technological alternatives. Our Best Practices consultants naturally embrace technology. Our teams have extensive experience implementing enterprise software solutions; many have programming skills. And, as software company employees, all of us understand the value of technology. We leverage our technological fluency and Medallia’s superior platform to get the most out of your data.

Contact Us ›

We serve customers who span many industries and run a variety of feedback programs. Contact us to find out how we can help you, too.

The Medallia team did an amazing job implementing our very complex and demanding customer satisfaction program. They worked arduously, going the extra mile to give us a program that fits our needs exactly. Kudos to them for their dedication.

—Program Manager, Fortune 500 Scientific Equipment Manufacturer

Sample Custom Projects

Research Projects

  • Emotions-based Segmentation—Using Means-End theory to map customer emotions
  • Data-mining customer feedback to discover operational failures and opportunities
  • Teaching of data-mining system to distinguish between interesting and uninteresting patterns by using collaborative intelligence and machine learning
  • Probability-based transformation matrices—a practical guide to preserving historical data after methodology changes
  • Fact-based goal setting—a practical methodology for setting aggressive, but achievable, goals
  • Identification of strategic pricing opportunities by analyzing customer experience competitiveness and market share—a practical multi-brand and multi-market review
  • Achievement of world-class response rates—quantitative analysis and implications
  • A survey of traditional loyalty models—methodology and critique
  • The Ideal Customer Experience System—the academic evidence
  • Generation Y and the US hotel market—trends, threats and opportunities
  • Respondent fraud detection — an algorithmic approach

Client Engagement Projects

  • Employee engagement vs. customer experience—individual employee and transaction level analysis (ongoing)
  • Employee Engagement vs. Work Conditions as drivers of Customer Experience—business unit level analysis
  • Customer Experience Audits (standard annual exercise for many Medallia clients)
  • Migration from paper to online data collection—parallel test, impact analysis, and recommendation
  • Question order impact—parallel test, analysis, and recommendation
  • Goal-setting and grade range development for major US franchisor
  • Goal-setting framework for leading financial services institution
  • Anchored vs. endpoint only scales—parallel test, analysis, and recommendation
  • On-premises data collection test—five collection methods, incentives/no incentives, 50 sites.
  • Exploratory, factor, and key driver analyses—multiple clients
  • Advertising and promotion impact analysis—data collection and analysis