After Rave Reviews From Customers, Medallia Opens Certification Course to All CEM Professional

March 2013 program features new case study on mobile and social feedback presented by Best Western International

PALO ALTO, Calif., Feb. 13, 2013 — Medallia®, the global leader in SaaS Customer Experience Management (CEM) solutions, announced today that it is expanding its Customer Experience Certification program beyond current customers and is now accepting enrollment from all CEM professionals. The next certification course takes place March 12 to 14, 2013, in New Orleans.

Successfully launched in 2012 to rave reviews from Medallia customers, the certification course teaches best practices for developing, evaluating, and implementing world-class customer experience programs. It includes case studies from leading brands in hospitality, retail, financial services, telecommunications, and business services.

Michael Morton, vice president of member services for Best Western International, will present an all-new addition to the course curriculum at the certification program in New Orleans, March 12 to 14. Morton will explain how the company has expanded the variety of feedback channels open to its customers and member hotels, including social media sites. Recognized by Forbes as a leader in the social media space, Best Western has seen significant improvements in online review scores through its comprehensive social media program.

“The Medallia certification course is all about making customer feedback part of day-to-day operations at outstanding organizations where employees are motivated and empowered by a customer-focused culture,” said John Abraham, general manager of the Medallia Institute and former head of the Net Promoter certification program and conferences at Satmetrix Systems, Inc.

The Medallia Customer Experience Certification program covers six core topics designed for busy executives whose peers turn to them for advice on customer experience. The units cover setting customer experience business objectives, establishing an active listening program, building accountability across the organization, empowering action at the frontline, driving strategic improvement and innovations, and motivating excellence in a customer-focused culture.

Previous participants give the course and instruction rave reviews:

• “The certification course is a must for any newcomer to customer experience strategy. It provides an excellent overview of how to develop and implement a successful program in your company. The real-life examples, group activities, and tools made the course dynamic and engaging.” —Brooke Bobo, Guest Relations Director, Extended Stay Hotels.
• “I was not sure if I would learn anything new, but I was pleasantly surprised. I took away some very innovative tools to assess the effectiveness of our long-standing program. Our executives were excited about the enhancements, and the program team was energized and motivated.” – Kim Palenik, Manager, Global Customer Feedback, Verizon Enterprise Solutions.
• “The content and speakers were engaging, and the interactive case studies allowed us to apply the theory in our B2B setting. I walked away with a really useful toolkit to support our strategy.” –Hannah Warmanen, Chief of Staff, Zurich North America.