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Medallia is the pioneer and market leader in customer, employee, citizen, and patient experience. As the leading enterprise experience platform, Medallia Experience Cloud is the mission-critical system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media, and corporate-messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities, and drive revenue-impacting business decisions, providing clear and potent returns on investment.
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Welcome back to All Things Experience! In this edition we’re joined by Medallia’s own Mike Debnar, VP, Executive Advisor for Retail, with original insights on the two critical halves of the modern #customerloyalty equation and how to maximize each lever to bring more customers back, time and again. Plus, we’ve got CXM@MSU’s upcoming #CX conference, CMSWire’s lessons in customer experience from Taylor Swift’s Eras Tours, and Brittany Hodak’s and Shepard (Shep) Hyken’s latest Super Amazing Show podcast episode all about #EX on our radar.
Using Salesforce across business divisions, Andersen Windows & Doors needed an automated way to bring customer experience data from Medallia into Salesforce so sales and services teams can better engage customers. With the help of a robust Medallia Salesforce integration, customer experience and feedback data from Medallia are easily accessible for agents within the Salesforce platform, resulting in: •Easily accessible insights about the customer’s sentiment post and pre service calls •Customer service agents’ ability to make informed decisions in real-time •Better agent coaching and training by analyzing the feedback data 💡If you’re headed to San Francisco for Dreamforce this September, stop by the American Bookbinders Museum to explore how you can supercharge Salesforce with Medallia: https://bit.ly/3ZrPKpB
Are you just trying to sell something to a customer or are you trying to enrich their lives? Fred Reichheld, Co-founder of NPS & Advisory Partner, discusses the difference and why the latter is more effective.
Don't have CX Day plans yet? Celebrate with these experts and learn how to build customer loyalty! Register for Medallia's CX Day webinar now to secure your spot: https://bit.ly/3Zezzfi
Loyalty is the ultimate competitive edge. But how do you create loyalty? Learn how to create customers for life -> https://bit.ly/3XM79Z7
Medallia Experience ’25 will be here before we know it, and we can’t wait to fill our agenda with insightful customer stories! The Call for Speakers is now open: nominate yourself or a colleague here: https://bit.ly/3MnyWbC #MedalliaExperience
It isn’t just the kids who are learning this back-to-school season. Mike Debnar is teaching us how to improve experiences and increase loyalty in his article for Total Retail. For a deeper dive, check out the link in the comments.
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