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Blog

Employee Experience

An Employee Pulse Now? Why Always On is Always Best.
Mar 27, 2020
Employee Experience

An Employee Pulse Now? Why Always On is Always Best.

An Employee Pulse Now? Why Always On is Always Best.

How the world has changed in just a few weeks!  I was in another country just 10 days ago. That flight home seems like a trip from another world now. Given the current world situation, customers are asking us, “Should we discontinue or delay our employee pulse survey?” My answer

How the world has changed in just a few weeks!  I was in another country just 10 days ago. That flight home seems like a trip from another world now. Given the current world situation, customers are asking us, “Should we discontinue or delay our employee pulse survey?” My answer

Medallia: Customer-Centric Culture
Oct 16, 2019
Employee Experience

Want to Build a Customer-Centric Culture? Make It Personal. (Part 2 of 3)

Want to Build a Customer-Centric Culture? Make It Personal. (Part 2 of 3)

When your manager asks, “Would it be OK if I share some feedback?”, it rarely leads to a comfortable conversation – even if you have a great relationship. But if you want to improve customer-centricity, you need to push past the discomfort of conducting such conversations, so your employees can

When your manager asks, “Would it be OK if I share some feedback?”, it rarely leads to a comfortable conversation – even if you have a great relationship. But if you want to improve customer-centricity, you need to push past the discomfort of conducting such conversations, so your employees can

Medallia: EX and CX
Oct 15, 2019
Employee Experience

EX and CX – Better Together

EX and CX – Better Together

The Intersection of Employee and Customer Experience  I just read Stacia Garr’s research on the 4 Levers of Employee Experience and I agree with her findings. In my experience as the Head of HR Analytics at two Fortune 500 companies, I found that the 4 levers identified in the report

The Intersection of Employee and Customer Experience  I just read Stacia Garr’s research on the 4 Levers of Employee Experience and I agree with her findings. In my experience as the Head of HR Analytics at two Fortune 500 companies, I found that the 4 levers identified in the report

Medallia: Employee Engagement
Sep 25, 2019
Employee Experience

Happy Employees Deliver Great Customer and Business Outcomes

Happy Employees Deliver Great Customer and Business Outcomes

Join us at Workday Rising to Find Out How and Why Happy and engaged employees deliver great experiences to customers, and happy customers drive great business outcomes. I learned that from Jim Heskett, co-author of The Service Profit Chain and one of my favorite professors at Harvard Business School. Fast-forward

Join us at Workday Rising to Find Out How and Why Happy and engaged employees deliver great experiences to customers, and happy customers drive great business outcomes. I learned that from Jim Heskett, co-author of The Service Profit Chain and one of my favorite professors at Harvard Business School. Fast-forward

Medallia: Employee Experience
Sep 09, 2019
Employee Experience

New Research from Medallia and Partnership for Public Service Shows Why Colleagues Should be Treated as Customers

New Research from Medallia and Partnership for Public Service Shows Why Colleagues Should be Treated as Customers

New Research from Medallia and The Partnership for Public Service on Employee Experience  Whether agencies’ goals are to put a human on Mars, protect our natural resources, or care for our veterans, none of these things are possible without the help of mission-support services. The people behind these services are

New Research from Medallia and The Partnership for Public Service on Employee Experience  Whether agencies’ goals are to put a human on Mars, protect our natural resources, or care for our veterans, none of these things are possible without the help of mission-support services. The people behind these services are

Medallia: CX Transformation
May 23, 2019
Employee Experience

Initiating a CX Transformation? Helpful Tips for Success

Initiating a CX Transformation? Helpful Tips for Success

In today’s world, experiences matter more than ever before because no bad experience goes unpunished. The standards are high for creating “wow” moments therefore organizations can’t afford to overlook CX as a core part of the business strategy. As more organizations invest in customer experience (CX) it often sparks internal

In today’s world, experiences matter more than ever before because no bad experience goes unpunished. The standards are high for creating “wow” moments therefore organizations can’t afford to overlook CX as a core part of the business strategy. As more organizations invest in customer experience (CX) it often sparks internal

Medallia: Customer Experience Management
May 22, 2019
Employee Experience

The CX Factor: How Experience Management is Set to Transform the Energy Industry

The CX Factor: How Experience Management is Set to Transform the Energy Industry

Customer Experience Management is the next step in the evolution of this customer/employee partnership in the energy industry. It empowers energy companies by delivering a rich array of feedback you can use to anticipate customer and employee needs, address emerging issues, head off potential problems, and measurably improve performance —

Customer Experience Management is the next step in the evolution of this customer/employee partnership in the energy industry. It empowers energy companies by delivering a rich array of feedback you can use to anticipate customer and employee needs, address emerging issues, head off potential problems, and measurably improve performance —

Medallia: Retail Customer Experience
May 14, 2019
Employee Experience

How to Improve Retail Customer Experience by Engaging Employees, and Answers to Other Burning Questions

How to Improve Retail Customer Experience by Engaging Employees, and Answers to Other Burning Questions

Russ Haswell, Solution Principal at Medallia, and Erica James, Senior Manager of Professional Services, recently joined forces on a Retail TouchPoints Webinar illustrating how enhanced employee engagement builds customer success. When employees are engaged in making a customer’s experience better, and feel supported to do so, retailers reap the rewards.

Russ Haswell, Solution Principal at Medallia, and Erica James, Senior Manager of Professional Services, recently joined forces on a Retail TouchPoints Webinar illustrating how enhanced employee engagement builds customer success. When employees are engaged in making a customer’s experience better, and feel supported to do so, retailers reap the rewards.

Medallia: Customer Feedback
Aug 10, 2018
Employee Experience

Three Tips To Manage the Perils of CX-based Compensation Systems

Three Tips To Manage the Perils of CX-based Compensation Systems

Most companies recognize both the importance of great customer service and the importance of rewarding employees for great performance. In fact, according to a 2017 Accenture-Medallia survey of 450 global senior customer experience and marketing executives, 43 percent of companies base some portion of frontline pay on customer feedback ratings.

Most companies recognize both the importance of great customer service and the importance of rewarding employees for great performance. In fact, according to a 2017 Accenture-Medallia survey of 450 global senior customer experience and marketing executives, 43 percent of companies base some portion of frontline pay on customer feedback ratings.

Medallia: Employee Engagement
Jul 24, 2018
Employee Experience

Engaging Employees is Key to Success in the Insurance Sector

Engaging Employees is Key to Success in the Insurance Sector

The relationship between employee engagement and customer satisfaction has been well established, and it’s been shown that the link between the two is twice as strong when employee satisfaction is particularly high. This connection is especially important is the insurance industry, where customers rely heavily on an insurer’s employees to

The relationship between employee engagement and customer satisfaction has been well established, and it’s been shown that the link between the two is twice as strong when employee satisfaction is particularly high. This connection is especially important is the insurance industry, where customers rely heavily on an insurer’s employees to