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Blog

Customer Experience

Key Metrics for Measuring Customer Loyalty | Medallia
Mar 09, 2022
Customer Experience

Key Metrics for Measuring Customer Loyalty

Key Metrics for Measuring Customer Loyalty

Regardless of the type of business you’re running, or even the industry you’re operating in, one of your most valuable assets will always be customer loyalty. Have you ever been so loyal to a brand that you wouldn’t even consider going anywhere else to make a purchase? In today’s increasingly

Regardless of the type of business you’re running, or even the industry you’re operating in, one of your most valuable assets will always be customer loyalty. Have you ever been so loyal to a brand that you wouldn’t even consider going anywhere else to make a purchase? In today’s increasingly

A young man with a bicycle helmet delivers a crate full of fresh vegetables to a woman standing at her front door
Mar 07, 2022
Customer Experience

What is Service Quality, and How Can it be Measured?

What is Service Quality, and How Can it be Measured?

By far the biggest asset to any business is, and will always be, its customers. But the only way to turn a one-time purchaser into a loyal, repeat customer is to offer exceptional service quality. You should be aiming for the type of experience that your competitors simply cannot match.

By far the biggest asset to any business is, and will always be, its customers. But the only way to turn a one-time purchaser into a loyal, repeat customer is to offer exceptional service quality. You should be aiming for the type of experience that your competitors simply cannot match.

Two teammates happily sharing notes with each other
Mar 01, 2022
Customer Experience

How Does the Customer Experience Impact the Company?

How Does the Customer Experience Impact the Company?

How does the customer experience impact the company? Customer experience affects the entire organization — not just the contact center — including every department, from sales and marketing to product and operations, all the way up to the C-suite.  In our e-book, How Customer Experience Serves Your Organization’s Most Crucial Goals, created

How does the customer experience impact the company? Customer experience affects the entire organization — not just the contact center — including every department, from sales and marketing to product and operations, all the way up to the C-suite.  In our e-book, How Customer Experience Serves Your Organization’s Most Crucial Goals, created

A boutique clothing retail shop cashier and her customer are smiling at the counter
Feb 15, 2022
Customer Experience

Measuring Retail Customer Loyalty with Earned Growth Rate: Fred Reichheld Q&A

Measuring Retail Customer Loyalty with Earned Growth Rate: Fred Reichheld Q&A

An in-depth Q&A with Fred Reichheld, best-selling author, loyalty thought leader, and creator of the Net Promoter System (NPS) and Earned Growth Rate (EGR). Retailers are in a never-ending race to meet and exceed evolving customer expectations. They need to impress their customers and transform them into enthusiastic promoters —

An in-depth Q&A with Fred Reichheld, best-selling author, loyalty thought leader, and creator of the Net Promoter System (NPS) and Earned Growth Rate (EGR). Retailers are in a never-ending race to meet and exceed evolving customer expectations. They need to impress their customers and transform them into enthusiastic promoters —

Medallia a leader in Gartner Magic Quadrant for Voice of Customer
Jan 18, 2022
Customer Experience

Leading the Way to a Connected Customer Experience

Leading the Way to a Connected Customer Experience

Medallia was named a Leader for the second straight year in the Gartner Magic Quadrant for Voice of the Customer. Helping companies understand and create a connected customer experience across channels has been at the heart of Medallia’s vision since its founding. With customers engaging in new ways, journeys today

Medallia was named a Leader for the second straight year in the Gartner Magic Quadrant for Voice of the Customer. Helping companies understand and create a connected customer experience across channels has been at the heart of Medallia’s vision since its founding. With customers engaging in new ways, journeys today

Business Text Messaging Examples for Customer Communication
Jan 12, 2022
Customer Experience

15 Business Text Messaging Examples for Customer Communication

15 Business Text Messaging Examples for Customer Communication

If you want to reach and engage customers today, you’ll need to adapt to the changes in their communication preferences — here are business text messaging examples that prove the impact of taking your brand to customers’ fingertips.

If you want to reach and engage customers today, you’ll need to adapt to the changes in their communication preferences — here are business text messaging examples that prove the impact of taking your brand to customers’ fingertips.
Glasses on top of an open textbook, suggesting someone was analyzing text of some type.
Jan 03, 2022
Customer Experience

Beginner’s Guide to Text Analytics

Beginner’s Guide to Text Analytics

When customers are ecstatic or disappointed by interactions and a brand’s customer experience (CX), it’s likely they’ve provided customer feedback filled with data-rich insights. Feedback data — whether direct, indirect, structured, or unstructured — is everywhere. From surveys to reviews on social media, an organization has the opportunity to tap

When customers are ecstatic or disappointed by interactions and a brand’s customer experience (CX), it’s likely they’ve provided customer feedback filled with data-rich insights. Feedback data — whether direct, indirect, structured, or unstructured — is everywhere. From surveys to reviews on social media, an organization has the opportunity to tap

How to Collect Customer Feedback with Text Messaging
Dec 20, 2021
Customer Experience

How to Effectively Collect Customer Feedback with Text Messaging

How to Effectively Collect Customer Feedback with Text Messaging

Customer feedback is arguably the most important piece of data for any business. It reveals what customers feel, think, and say about your brand and the experiences provided.

Customer feedback is arguably the most important piece of data for any business. It reveals what customers feel, think, and say about your brand and the experiences provided.
Dec 16, 2021
Customer Experience

How the Customer Experience Executive Order Will Transform the U.S. Government

How the Customer Experience Executive Order Will Transform the U.S. Government

Customer experience is now an executive order in the United States! With this monumental news, Lee Becker dives deeper into what this means for federal employees and their customers. This was a momentous and inspiring week for all U.S. citizens and residents, as President Joe Biden signed an executive order

Customer experience is now an executive order in the United States! With this monumental news, Lee Becker dives deeper into what this means for federal employees and their customers. This was a momentous and inspiring week for all U.S. citizens and residents, as President Joe Biden signed an executive order

Text Messaging Automates & Improves Customer Experience
Dec 16, 2021
Customer Experience

5 Ways Text Messaging Automates & Improves Customer Experience

5 Ways Text Messaging Automates & Improves Customer Experience

Trying to keep up with demand? Customer experience (CX) automation is the only way to meet and exceed expectations as your business grows.

Trying to keep up with demand? Customer experience (CX) automation is the only way to meet and exceed expectations as your business grows.