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Blog
Medallia

The Medallia Team

Jun 03, 2015
Customer Experience

Case Study: Maintaining a Consistent Customer Experience During Rapid Growth

Case Study: Maintaining a Consistent Customer Experience During Rapid Growth

You would be hard-pressed to find a company these days that doesn’t collect some type of customer data after important interactions — but this information alone won’t give those companies a big-picture understanding of the experiences they deliver. While customers do bring important expectations to each interaction, as many 50%

You would be hard-pressed to find a company these days that doesn’t collect some type of customer data after important interactions — but this information alone won’t give those companies a big-picture understanding of the experiences they deliver. While customers do bring important expectations to each interaction, as many 50%

Apr 21, 2015
Customer Experience

Fostering a Customer Feedback Culture

Fostering a Customer Feedback Culture

As insights and decisions become more data driven, it’s not surprising to have initiatives questioned with, “Do you have the data to back that up?” And this is a good thing. People are making more informed decisions without having to rely overly much on the uncertainty of hunches. But to

As insights and decisions become more data driven, it’s not surprising to have initiatives questioned with, “Do you have the data to back that up?” And this is a good thing. People are making more informed decisions without having to rely overly much on the uncertainty of hunches. But to

Apr 07, 2015
Customer Experience

Bias for Action: The Transformational Journey of Farmers Insurance to Customer-Centricity

Bias for Action: The Transformational Journey of Farmers Insurance to Customer-Centricity

In any industry characterized by stiff competition and high customer churn, the most successful companies are the ones who can distinguish themselves on more than just price. To do this in the insurance space, many companies have built brand promises on reliability. But just as important as making a promise

In any industry characterized by stiff competition and high customer churn, the most successful companies are the ones who can distinguish themselves on more than just price. To do this in the insurance space, many companies have built brand promises on reliability. But just as important as making a promise

Mar 31, 2015
Customer Experience

How Customer-Centric Are You? Use Our New Tool to Find Out!

How Customer-Centric Are You? Use Our New Tool to Find Out!

When companies want to improve their customer experience, they often take a step back and take stock of how customer-centric their entire organization already is. The logic goes that, in order to prepare yourself for a big leap, you first need to know exactly where you’re standing. But in the

When companies want to improve their customer experience, they often take a step back and take stock of how customer-centric their entire organization already is. The logic goes that, in order to prepare yourself for a big leap, you first need to know exactly where you’re standing. But in the

Mar 10, 2015
Customer Experience

The Impact of Wearables on Customer Experience

The Impact of Wearables on Customer Experience

Patent disputes aside, Amazon’s 1-Click is emblematic of one of the most important customer experience paradigms: that creating a path of least resistance for customers is essential. This is obviously true for online experiences, where bottom lines can be drastically affected by mere milliseconds. Every little bit of friction can

Patent disputes aside, Amazon’s 1-Click is emblematic of one of the most important customer experience paradigms: that creating a path of least resistance for customers is essential. This is obviously true for online experiences, where bottom lines can be drastically affected by mere milliseconds. Every little bit of friction can

Dec 16, 2014
Customer Experience

5 Non-Customer-Facing Roles That Impact Customer Experience

5 Non-Customer-Facing Roles That Impact Customer Experience

Which role in your organization has the biggest impact on your company’s customer experience? If you ask most company leaders, they’ll likely name someone with a customer-facing position — frontline employees, perhaps, or even the CEO. And those answers wouldn’t necessarily be inaccurate. But they don’t take into account all

Which role in your organization has the biggest impact on your company’s customer experience? If you ask most company leaders, they’ll likely name someone with a customer-facing position — frontline employees, perhaps, or even the CEO. And those answers wouldn’t necessarily be inaccurate. But they don’t take into account all