`` Michelle de Haaff, Author at Medallia Customer and Employee Experience Blog
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Blog
Medallia

Michelle De Haaff

Nov 18, 2014
Customer Experience

9 Ways to Help Your Employees Take Ownership of Your Business

9 Ways to Help Your Employees Take Ownership of Your Business

When you own (or are in charge of) a business, it becomes a close family member — you’d do anything for it. From tireless days and sleepless nights to unpleasant decisions and difficult problems to resolve, you’ll do what you think is right. You’ll take out the garbage if you

When you own (or are in charge of) a business, it becomes a close family member — you’d do anything for it. From tireless days and sleepless nights to unpleasant decisions and difficult problems to resolve, you’ll do what you think is right. You’ll take out the garbage if you

Oct 16, 2014
Customer Experience

Voice of the Customer: Listening Isn’t Enough

Voice of the Customer: Listening Isn’t Enough

While an increasing number of companies are investing in Voice of the Customer programs, many haven’t realized the level of impact across their businesses that they hoped for. The data they collect from customers is often siloed — and it’s not connected to financial results nor delivered to frontline employees

While an increasing number of companies are investing in Voice of the Customer programs, many haven’t realized the level of impact across their businesses that they hoped for. The data they collect from customers is often siloed — and it’s not connected to financial results nor delivered to frontline employees

Jul 10, 2014
Customer Experience

Tory Burch: How a Brick-and-Mortar Retailer is Beating its Online Competition

Tory Burch: How a Brick-and-Mortar Retailer is Beating its Online Competition

“Software eats retail.” For any brick-and-mortar company, this absolutist prediction from mega venture capitalist and entrepreneur, Marc Andreessen, is far from new. The footsteps from the likes of e-tailers such as Amazon, Zappos, and Bonobos have long been audible, threatening to put an end to in-person retail as we know

“Software eats retail.” For any brick-and-mortar company, this absolutist prediction from mega venture capitalist and entrepreneur, Marc Andreessen, is far from new. The footsteps from the likes of e-tailers such as Amazon, Zappos, and Bonobos have long been audible, threatening to put an end to in-person retail as we know

Jul 01, 2014
Customer Experience

Delivering A Painless Experience: How PayPal Increased Transactions by $2 Billion

Delivering A Painless Experience: How PayPal Increased Transactions by $2 Billion

No matter how good you are at what you do, there is friction in your business. Friction that stands between your customers and what they want. Where is that friction? And how much is it costing you? Customer expectations around the availability, immediacy, and ease-of-use of what they purchase have

No matter how good you are at what you do, there is friction in your business. Friction that stands between your customers and what they want. Where is that friction? And how much is it costing you? Customer expectations around the availability, immediacy, and ease-of-use of what they purchase have

Jun 26, 2014
Customer Experience

Delivering Great Experiences: It Doesn’t Cost a Thing

Delivering Great Experiences: It Doesn’t Cost a Thing

We often talk about great customer experience as a means to unlock revenue: You retain customers, realize more of their lifetime value, and mobilize an army of word-of-mouth marketers. There’s another benefit to it that is equally valuable, though; and it’s one that’s not as often talked about. This is:

We often talk about great customer experience as a means to unlock revenue: You retain customers, realize more of their lifetime value, and mobilize an army of word-of-mouth marketers. There’s another benefit to it that is equally valuable, though; and it’s one that’s not as often talked about. This is:

Jun 03, 2014
Customer Experience

How To Become The Nordstrom Of Your Industry

How To Become The Nordstrom Of Your Industry

True or False: When it comes to customer experience, there’s only one Nordstrom. Well — at least, there can only be one company called Nordstrom. But is there only room for one company that creates an employee-empowered culture, focuses on the customer, and provides an experience that leads to strong

True or False: When it comes to customer experience, there’s only one Nordstrom. Well — at least, there can only be one company called Nordstrom. But is there only room for one company that creates an employee-empowered culture, focuses on the customer, and provides an experience that leads to strong

May 19, 2014
Customer Experience

How the Voice of the Customer is Driving Strategy Inside 7-Eleven

How the Voice of the Customer is Driving Strategy Inside 7-Eleven

Your customers — let’s imagine that they spend less than five dollars in your store. That, on average, they’ll spend roughly three minutes while they’re there. You don’t know who they are, nor do you have any of their contact details — but you do know there are fewer of

Your customers — let’s imagine that they spend less than five dollars in your store. That, on average, they’ll spend roughly three minutes while they’re there. You don’t know who they are, nor do you have any of their contact details — but you do know there are fewer of

May 15, 2014

Customer Experience Improvement — It Doesn’t Necessarily Begin With the Customer

Customer Experience Improvement — It Doesn’t Necessarily Begin With the Customer

Improving the customer experience is finding its way to the top of more and more CEO’s list of priorities. You’d imagine that the obvious thing would be to focus on customer engagement. But according to NPS guru and co-author of The Ultimate Question 2.0,  Rob Markey, throwing your attention immediately

Improving the customer experience is finding its way to the top of more and more CEO’s list of priorities. You’d imagine that the obvious thing would be to focus on customer engagement. But according to NPS guru and co-author of The Ultimate Question 2.0,  Rob Markey, throwing your attention immediately

Sep 05, 2013
Customer Experience

How to Hear From Your Non-Customers: Capture In-the-Moment Feedback with Mobile

How to Hear From Your Non-Customers: Capture In-the-Moment Feedback with Mobile

Are you a restaurant, hotel, retailer or other business trying to get a complete picture of the customer experience by also hearing from those who didn’t make a purchase? The people who walked out of your store, or left before being seated in your restaurant, or went next door after

Are you a restaurant, hotel, retailer or other business trying to get a complete picture of the customer experience by also hearing from those who didn’t make a purchase? The people who walked out of your store, or left before being seated in your restaurant, or went next door after

Mar 14, 2013
Customer Experience

Hospitality Companies Get On Top of TripAdvisor Reviews using Medallia

Hospitality Companies Get On Top of TripAdvisor Reviews using Medallia

A commissioned survey of more than 2,100 travelers conducted by Forrester on behalf of TripAdvisor confirmed what most travelers already know: that travelers find user-generated reviews important when making booking decisions. Let’s face it, most of us won’t stay at an unknown hotel without checking an online review or asking a friend.

A commissioned survey of more than 2,100 travelers conducted by Forrester on behalf of TripAdvisor confirmed what most travelers already know: that travelers find user-generated reviews important when making booking decisions. Let’s face it, most of us won’t stay at an unknown hotel without checking an online review or asking a friend.