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Using Design Thinking to Improve the Customer Experience

  • January 15 2016
  • Resource: Loyalty Today

Customer experience improvements draw on several important elements, and not all of them tend to be treated equally.An element that does receive a great deal of attention is a statistical mindset. Valuable improvements can arise from digging into...Read More

Half Science, Half Art: A Guide to Shortening Customer Satisfaction Surveys

  • January 13 2016
  • Resource: Loyalty Today

Take 10 companies that deliver a great experience — chances are, you’ll find 10 very different customer satisfaction surveys that each of those companies rely on to improve their experiences.But regardless of what business...Read More

How to Measure the Financial Impact of Your Customer Experience

  • January 07 2016
  • Resource: Loyalty Today

Chances are, you intuitively understand the value of a great customer experience. But when it comes to making customer experience a priority across your organization, intuition is rarely enough. Regardless of whether or not company leaders believe...Read More

Five Great Customer Experience Stories from 2015

  • January 04 2016
  • Resource: Loyalty Today

Delightful customer experiences often start with something simple: an employee noticing a surprising or atypical customer need, and going out of their way to make sure that need is met. Here are five great examples from this year.As you read...Read More

The Gift That Keeps On Giving: The Power Of Feedback And Your Frontline

  • December 25 2015
  • Resource: Loyalty Today

It’s a tradition. With the crucial holiday shopping season in full swing, retailers raise armies of customer service personnel to bravely battle through the annual onslaught of store traffic. Sound a lot like a war? It can certainly feel...Read More

Customer Experience Programs Benefit from an Experimental Mindset

  • December 18 2015
  • Resource: Loyalty Today

Have you ever stopped to ask: why get customer feedback?There are a range of answers. A big part of it is knowing how you’re performing. There's also getting that information to everyone inside your organization so that they can use it...Read More

The Employee Rulebook Trap (or, The Difference Between Taxis and Uber)

  • December 12 2015
  • Resource: Loyalty Today

What’s the difference between a taxi and an Uber?On a lot of levels, they’re the same. A car. A driver. A passenger wanting to go somewhere. Yet riding in each one is an entirely different experience. Why is that?It boils down to a key...Read More

What It Really Takes to “Put the Customer First”

  • November 20 2015
  • Resource: Loyalty Today

We’ve all heard the promises — companies promising to “put customers first.” Many have the best of intentions, but that means very little if the infrastructure to actually deliver isn’t in place.If you really want to...Read More

The Five Keys to Seeing How You’re Performing in the Eyes of the Customer

  • November 02 2015
  • Resource: Loyalty Today

Your customers know you better than you know yourself.It can be tough to hear this — but as customers have been empowered by information, it’s increasingly true, even for the world’s top brands. You have market research dating...Read More

A Great Customer Experience Isn’t Something You Can Script

  • October 10 2015
  • Resource: Loyalty Today

This article was originally featured by Arizona State University’s Center for Service Leadership on October 2nd, 2015.Several years ago, I met a successful customer service director from a retail bank. She had led the charge to...Read More

Achieving Strategic Advantage in the Age of the Customer

  • October 05 2015
  • Resource: Loyalty Today

Customers have more power than ever.They’re armed by information — a vast supply of it, all on the Internet — and it’s undermining the traditional ways of building a “brand.” It’s creating transparency...Read More

Understanding Customer Expectations In Different Global Cultures

  • September 28 2015
  • Resource: Loyalty Today

For companies that operate across multiple regions, cultural differences add a layer of complexity to customer relationships. How can a company consistently deliver experiences that are consistent with its values and brand promise, while still...Read More

Empathy in the Digital Era

  • September 08 2015
  • Resource: Loyalty Today

Growing up, my brother was autistic. Autism affects different people in different ways, but for him, what it meant was that he couldn’t communicate well — particularly his emotions. He could tell you factual things: “I went to...Read More

Looking Past the “Brand Halo”

  • September 05 2015
  • Resource: Loyalty Today

It’s no secret that there’s a lot of value to be had in building a high-cachet brand. People desire your products; they want to be associated with you. But not all of the effects are positive. Chief among the unintended side effects: a...Read More

How a Great Customer Experience Is Really Delivered

  • August 30 2015
  • Resource: Loyalty Today

As an industry, banking does a poor job of connecting with customers. According to a recent Temkin Group report, consumers are more likely to recommend their fast food restaurants and airlines to a friend or colleague than their bank. Not good...Read More

How Can I Increase My Productivity at Work?

  • August 03 2015
  • Resource: Loyalty Today

My best advice for staying productive at work? Stop thinking about work as a place, and then do less work. This follows the platitude that everyone is different. Everyone has a unique chemistry for beingmore productive.Maybe you’re a morning...Read More

Winning With a Great Customer Experience

  • July 29 2015
  • Resource: Loyalty Today

At RingCentral, we feel a great product combined with a great customer experience is a formula for long-term success. For this reason, we put passion, dedication and focus into delivering consistent, world-class customer delight.One key success...Read More

Manage What Matters

  • July 22 2015
  • Resource: Loyalty Today

“Why do companies fail?”This question is what inspired Professor Clayton Christensen to pursue his work on the theory of disruption. There are many startups out there that manage to identify and meet a customer need. They become...Read More

Amazon and the Quest for Instant Gratification

  • July 14 2015
  • Resource: Loyalty Today

As Jeff Bezos and his team have tirelessly developed Amazon and its offering, one guiding principle has tended to rise above others: remove friction from the customer experience. No frills — but even less friction.That being said, if you...Read More

Medallia’s 2015 Customer Experience Benchmark Report

  • June 30 2015
  • Resource: Loyalty Today

To an outside observer, the most visible cause of customer experience excellence seems to be company’s attitude toward their customers. Employees at every level — from the CEO’s strategic decisions down to the frontline’s...Read More

Are High Satisfaction Scores Distracting You from Valuable Customer Feedback?

  • June 18 2015
  • Resource: Loyalty Today

Oddly enough, a company’s happiest customers are often the ones who end up getting the least attention after they’ve provided feedback.The reasons for this neglect are rarely malicious. Since happy customers aren’t an obvious...Read More

Case Study: Maintaining a Consistent Customer Experience During Rapid Growth

  • June 04 2015
  • Resource: Loyalty Today

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...Read More

How RingCentral Empowers Its Entire Organization to Deliver a Consistent Customer Promise

  • May 28 2015
  • Resource: Loyalty Today

From inside an organization, it can be easy to think that a good customer experience is determined by the quality of the individual interactions you deliver. However, things look much different from the customer’s perspective. One of the...Read More

Video: Love Starts with #GreatCX

  • May 23 2015
  • Resource: Loyalty Today

Everyone has a love story or two. What’s yours?That moment you fell so hard that it was tough to remember life before. That experience that began a lifelong relationship that becomes a part of who you are.Just as with people, it can happen...Read More

Driving Bank Earnings Growth Through Customer Experience

  • May 06 2015
  • Resource: Loyalty Today

As an industry, banking does a poor job of creating loyalty among its customers. According to a recent Temkin Group report, consumers in the US are more likely to recommend their fast food restaurants and airlines (airlines?!) to a friend or...Read More

Why Unconscious Bias Training Shouldn’t Just Be For Big Companies

  • April 28 2015
  • Resource: Loyalty Today

A man and his son are in a terrible car accident. The father dies, and the son is rushed to the emergency room in critical condition. In the operating room, the surgeon looks at the boy and exclaims, “I can’t operate on this boy, he is...Read More

Fostering a Customer Feedback Culture

  • April 22 2015
  • Resource: Loyalty Today

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...Read More

It’s Time to Take a Survey of Your Employee Survey

  • April 15 2015
  • Resource: Loyalty Today

If you could only ask one question on your employee survey what would it be? Would you ask about the employee’s manager? Work-life balance? Fulfillment on the job? Perceptions of compensation and facilities? Whether or not they had fun at...Read More

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

  • April 02 2015
  • Resource: Loyalty Today

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...Read More

How to Be Happier at Your Next Job

  • March 27 2015
  • Resource: Loyalty Today

Whether we’re conscious of it or not, there are certain characteristics that we typically prioritize when we’re looking for our ideal job. These often include a good salary, generous perks and benefits, a position at a well-respected...Read More

Some Career Mistakes Are Great To Make

  • March 20 2015
  • Resource: Loyalty Today

Love makes us do stupid things.Like moving to Las Vegas to start a job in hospitality at the height of the 2008 financial crisis. Having just finished my MBA, I had a great job in a great city (New York). Everything was great — except my...Read More

Why It’s Okay to Ignore Your Boss

  • March 14 2015
  • Resource: Loyalty Today

The excitement of getting a new job: is it even possible to accurately describe this feeling? You feel accomplished and, more importantly, special. And you should. You’re eager about your new role and your new company — maybe you&rsquo...Read More

The Impact of Wearables on Customer Experience

  • March 11 2015
  • Resource: Loyalty Today

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...Read More

Helping Employees Hit the Ground Running With New Customer Feedback

  • March 08 2015
  • Resource: Loyalty Today

Receiving feedback for the first time — especially criticism — can be difficult without the right preparation. Customer feedback is no exception.When a company adopts a new customer feedback system, many of its employees won’t be...Read More

Failure in B2B — Not with a Bang, but a Whimper

  • March 05 2015
  • Resource: Loyalty Today

Failure isn’t pretty. From Motorola’s Iridium to Google Wave, business history is full of stories of huge, successful companies making some pretty bad decisions. Decisions that lead to big, fiery, costly, and public...Read More

Win the Transaction, but Lose the Journey: Are You Focusing on What Matters Most in CX?

  • March 04 2015
  • Resource: Loyalty Today

A track team competed in the 4×400. Each runner on their team had the fastest lap of their respective group, but they still lost the race. What happened?They struggled with all the hand-offs.It’s a simple metaphor, but it’s...Read More

Why Networking Means Zilch if You Don’t Know Yourself

  • March 01 2015
  • Resource: Loyalty Today

…As we know, there are known knowns; there are things we know we know. We also know there are known unknowns; that is to say we know there are some things we do not know. But there are also unknown unknowns — the ones we don’t...Read More

Sunrise Communications: Putting Customers First On Their Way to IPO

  • February 24 2015
  • Resource: Loyalty Today

Beyond price, one of the few ways companies think they can differentiate in the highly competitive telco market is by decidingwhich Kardashian they feature in their Super Bowl commercial.Sunrise Communications, Switzerland’s second largest...Read More

Why Honesty Really is the Best Policy, Even in Business

  • February 20 2015
  • Resource: Loyalty Today

Show me someone who isn’t facing challenges of one kind or another at work, and I’ll show you someone who is lacking in self-awareness. It’s a situation that, at one time or another, we all have to face—whether we’re...Read More

3 Ways Transaction-Based Businesses Can Create Lasting Love this Valentine’s Day

  • February 16 2015
  • Resource: Loyalty Today

Transaction-based businesses have it tough. Compared to subscription-based businesses — where the default is for relationships to continue — there’s far from any assurance that the customer who walks in your door today will be...Read More

There’s No Such Thing as an Ex-employee

  • February 09 2015
  • Resource: Loyalty Today

Originally published on Fortune.com on January 28, 2015Companies often focus on how employees are brought in, but what about when they leave? Chances are, there’s not much thought put into making this transition comfortable (for...Read More

How to Transform the C-Suite Into Customer Experience Champions

  • February 04 2015
  • Resource: Loyalty Today

When it comes to rolling out any business-wide initiative, gaining buy-in from your C-suite is one of trickiest steps — and customer experience initiatives are no exception.This difficulty often comes down to time and prioritization. Your...Read More

Picking the Right Customer Experience Metric: It All Just Depends

  • January 27 2015
  • Resource: Loyalty Today

In the business world, the strength of a metric lies in — not only how accurate it is — but also the extent to which it helps drives change and action. The world of customer experience is no exception, where the metrics discussion has...Read More

When Closing the Loop Just Isn’t Enough to Preserve Customer Loyalty

  • January 25 2015
  • Resource: Loyalty Today

There are few things more disheartening for a customer than feeling that their feedback is falling on deaf ears.Recognizing this, many companies make a point of following up on customer feedback when something goes wrong. Some simply apologize or...Read More

What A Customer-Centric Insurance Company Looks Like

  • December 31 2014
  • Resource: Loyalty Today

Customer-centric companies are winners.  Customers can feel it when organizations bring them to the table for every business decision.  Friction is reduced and processes are streamlined, and the quality of customer experience just goes...Read More

Engineering Management Recruiting is Broken — Here’s How to Fix It

  • December 27 2014
  • Resource: Loyalty Today

Engineering management recruiting is broken.Why?The fundamental reason is that companies have done exactly what comes naturally to them: to be self-centered. They focus on what they want, and unfortunately, this tends to turn recruiting into a...Read More

The Year That Will Be: Predictions for Customer Experience in 2015

  • December 26 2014
  • Resource: Loyalty Today

2014. It flew by before we could truly get to know it — but it was no less of a big year. How will it be remembered? The Year of Comcast? Of Uber? Of Amazon?Regardless, it was a year when customer experience made headlines and...Read More

5 Non-Customer-Facing Roles That Impact Customer Experience

  • December 17 2014
  • Resource: Loyalty Today

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...Read More

Why Recruiting is One of the Most Important Qualities of a Leader

  • December 15 2014
  • Resource: Loyalty Today

My company recently reached a big milestone: there are now over 600 Medallians. In the tech world, this is the equivalent of going into the 21+ age bracket when you’re growing up. These kinds of milestones are always cause for reflection. In...Read More

Your Blueprint for Building a Customer-Centric Business

  • December 11 2014
  • Resource: Loyalty Today

It’s increasingly the case that brand reputations are being made and broken by customers on the Internet and across social media. As a result, it’s more important than ever to take the pulse of every customer interaction &mdash...Read More

Why Operational Customer Experience Management is Displacing Market Research

  • December 04 2014
  • Resource: Loyalty Today

Market research was developed almost a century ago, at the dawn of advertising in the 1920s. It was a response to the beginning of brand-crafting — companies wanted a means of testing the effectiveness of their products and their advertising...Read More

How to Make Your Employees Happier, Healthier and More Productive

  • November 25 2014
  • Resource: Loyalty Today

Take a moment to think about the people you turn to when you need support or advice. If you’re like most of us, family members and friends are the ones who spring to mind. While we may have a good work friend here or there, we usually don...Read More

How Amazon and Other Top Companies Keep Their Customers in Focus

  • November 21 2014
  • Resource: Loyalty Today

What do the best CEOs do to connect themselves and their companies to their customers?The habits of customer-centric CEOs like Amazon’s Jeff Bezos and Apple’s Tim Cook aren’t as hard to pick up as some executives might...Read More

9 Ways to Help Your Employees Take Ownership of Your Business

  • November 19 2014
  • Resource: Loyalty Today

When you own (or are in charge of) a business, it becomes a close family member — you’d do anything for it. From tireless days and sleepless nights to unpleasant decisions and difficult problems to resolve, you’ll do what you...Read More

How Can You Leverage the “Continuous Feedback Loop of Everything” Created by the Internet of Things?

  • November 10 2014
  • Resource: Loyalty Today

Like the “Shareconomy,” the Internet of Things (IoT) is currently a bit of a catch-all — if not an all-out tech world buzzword. But simply put, it’s the leveraging of WiFi and mobile technologies to give a digital pulse to...Read More

VIDEO: How to Create Experiences Customers Love

  • November 04 2014
  • Resource: Loyalty Today

The Age of the Customer has long since arrived — but while many leaders grasp the implicit value of customer experience as a business driver and competitive differentiator, they don’t know where to invest resources and focus...Read More

Banking without Banks: The Rise of Mobile and the Death of the Local Branch

  • November 02 2014
  • Resource: Loyalty Today

Traditional banks — venerable financial institutions housed in imposing stone and marble — are swiftly becoming a thing of the past. Customers are increasingly looking for friction-free ways of conducting their day-to-day banking...Read More

Voice of the Customer: Listening Isn’t Enough

  • October 18 2014
  • Resource: Loyalty Today

While an increasing number of companies are investing in Voice of the Customer programs, many haven’t realized the level of impact across their businesses that they hoped for. The data they collect from customers is often siloed — and...Read More

4 Reasons Car Dealers Should Care About Customer Experience

  • October 08 2014
  • Resource: Loyalty Today

Suppose you walk into a high-end clothing store and you tell the manager that you plan to spend $30K on a new wardrobe. How do you think the manager would react? I suspect you’d receive a pretty awesome shopping experience for the next hour...Read More

10 Ways to Celebrate #CXDay — A Day Dedicated to Customer Experience

  • October 07 2014
  • Resource: Loyalty Today

What if there was a day dedicated to customer experience? A day to put customers front of mind, to put yourself in their shoes, and to surface ways to serve them better? A day to engage employees — celebrating customer champions and...Read More

How We’re Building A Recruiting Process That Puts Candidates First

  • October 01 2014
  • Resource: Loyalty Today

How many great candidates do you think you’re losing because of flaws in your recruiting process?The truth is that many companies – especially large or fast growing ones – lose more candidates than they should. Despite the...Read More

Learn Hilton’s Secrets for Tripling Its Number of More-Than-Satisfied Customers

  • September 26 2014
  • Resource: Loyalty Today

The hospitality industry is famously competitive when it comes to delighting guests. But despite this stiff competition, Hilton Worldwide has won consistent acclaim as a leader in guest experience. This year, that acclaim included some prestigious...Read More

What’s Missing from “The Art of War”

  • September 19 2014
  • Resource: Loyalty Today

The Art of War is the darling of business and new age development gurus. How they interpret Sun Tzu’s classic is as you would expect. Attack your competitors’ weaknesses. Take them by surprise. Crush them with your wiles. Win at...Read More

How Luxury Brands Decide Which Customer Experience Investments to Make

  • September 17 2014
  • Resource: Loyalty Today

What makes a brand a luxury brand?People often think about the answer to this question in terms of quality of the product. More and more, however, companies are realizing that the experience they provide contributes just as much to whether their...Read More

How Hilton Worldwide Gets 21% More Spend from Happy Customers

  • September 11 2014
  • Resource: Loyalty Today

For many of the world’s leading hospitality brands, building guest loyalty is a top priority. Hilton Worldwide understands the value of this more than most: after a three-year study across their entire family of brands, Hilton found that...Read More

Goal Setting: A Four-Point Health Check

  • September 04 2014
  • Resource: Loyalty Today

It’s that time of the year. Goal setting is in the air as companies prepare for year-end budgets and planning, and executives are asking: “What should we aspire to achieve in the next 12 months?”Many dive straight into the...Read More

3 Ways to Simplify B2B Customer Relationships

  • September 02 2014
  • Resource: Loyalty Today

At first glance, it might seem that delivering a great experience is easier for business-to-business (B2B) companies than for consumer-facing firms (B2C). B2B companies typically serve fewer customers, and a small pool of relationships can be...Read More

VIDEO: 7-Eleven’s Head of Digital Innovation, Medallia’s CCO, and Ina Fried Fireside Chat at GrowthBeat

  • August 27 2014
  • Resource: Loyalty Today

  Given mounting customer expectations, how do today’s companies create fierce loyalty amongst their customers? This was the topic of conversation at a fireside chat at VentureBeat’s recent GrowthBeat conference, in which Re/code...Read More

Retail Omni-Channel: Tying the Knot with Your Most Valuable Customers

  • August 19 2014
  • Resource: Loyalty Today

Before retail was called “retail,” making a purchase was simple: go wherever the thing you wanted was sold (or traded for) and buy it. That was it — and it couldn’t be more straight-forward.But speak to someone in retail...Read More

I Woke Up This Morning and My Company Wasn’t a Startup Anymore

  • August 15 2014
  • Resource: Loyalty Today

I woke up this morning with the feeling that something was different. Something in my life had changed without me noticing. Yesterday was a normal day at Medallia. The Operating Team gathered for our weekly meeting in the same red-chair-flanked...Read More

How Engaging with Customers Online and In Social Is Driving Millions in Revenue at Choice Hotels

  • August 13 2014
  • Resource: Loyalty Today

When it comes to customer experience, what often separates big mistakes from little ones is how companies handle them after the fact. If your customers take the time to tell you about a problem only to be dismissed or ignored, even the tiniest...Read More

The Value of Customer Experience, Quantified

  • August 11 2014
  • Resource: Loyalty Today

Intuitively, most people recognize the value of a great customer experience. Brands that deliver them are ones that we want to interact with as customers — that we become loyal to, and that we recommend to our friends and family. But as...Read More

3 Steps Toward the Future of Customer Experience

  • August 06 2014
  • Resource: Loyalty Today

Consumers’ expectations for businesses and the customer experiences they deliver are being radically reshaped. Across hospitality, transportation, retail, and beyond, a wave of new online businesses — many of them digitally native...Read More

CRM Tells You Only Half The Story: 5 Ways CEM Completes It

  • July 30 2014
  • Resource: Loyalty Today

From the moment I joined a beta customer group that was testing a new type of software — software that we now know as CRM — I knew that it would revolutionize the way our sales teams tracked prospects and, ultimately, customer...Read More

Comcast: Churn Prevention Isn’t the Same As Customer Retention

  • July 26 2014
  • Resource: Loyalty Today

The viral fallout from last week’s Comcast call from “hell” has transitioned to a new phase: damage control and reform. In a leaked internal memo, the company’s COO sent a heartfelt message to employees, where he...Read More

Putting the “Customer” in CRM: Announcing Medallia for Salesforce

  • July 19 2014
  • Resource: Loyalty Today

Your company’s investment in a CRM — like Salesforce — wasn’t minor, and it wasn’t without good reason. Whether on the sales or service side (or both), you invested in the platform to better understand and manage the...Read More

Comcast’s Customer Experience Debacle: 3 Ways to Prevent Frontline Disasters

  • July 17 2014
  • Resource: Loyalty Today

If you’ve been on the internet the past 24 hours, you’ve probably heard by now about the experience of Ryan Block and his wife with Comcast. Block, trying to cancel his Comcast service, called their contact center...Read More

Tory Burch: How a Brick-and-Mortar Retailer is Beating its Online Competition

  • July 11 2014
  • Resource: Loyalty Today

“Software eats retail.” For any brick-and-mortar company, this absolutist prediction from mega venture capitalist and entrepreneur, Marc Andreessen, is far from new. The footsteps from the likes of e-tailers such as ...Read More

Chief Customer Officers: Bringing the Customer into the C-Suite

  • July 09 2014
  • Resource: Loyalty Today

Over the past 15 years, C-suite’s around the world have had some new company in the boardroom. Who are these new faces?The Chief Customer Officer (CCO).In 1999, Texas New Mexico Power made history by appointing the world’s first...Read More

Delivering A Painless Experience: How PayPal Increased Transactions by $2 Billion

  • July 02 2014
  • Resource: Loyalty Today

No matter how good you are at what you do, there is friction in your business. Friction that stands between your customers and what they want.Where is that friction? And how much is it costing you?Customer expectations around the availability...Read More

Delivering Great Experiences: It Doesn’t Cost a Thing

  • June 27 2014
  • Resource: Loyalty Today

We often talk about great customer experience as a means to unlock revenue: You retain customers, realize more of their lifetime value, and mobilize an army of word-of-mouth marketers. There’s another benefit to it that is equally valuable...Read More

Your CEO is NOT the Top of the Pyramid

  • June 18 2014
  • Resource: Loyalty Today

Who is the most important person in your organization? The natural inclination is to point toward the CEO. But if that’s how you’re thinking about it, you’re not putting yourselves in the shoes of your customers — and it...Read More

How to Monitor the Health of Your Company’s Customer Experience

  • June 13 2014
  • Resource: Loyalty Today

“What gets measured, gets managed.” You’ve probably heard Peter Drucker’s famous words before. When you can measure the outcome of an action, you can see what went well, what went wrong, what can improve — and...Read More

The 5 People You Hire (Other Than Your Candidate)

  • June 11 2014
  • Resource: Loyalty Today

During the recruitment of any great candidate, there’s a constant dance of “selling” between candidate and company. This culminates when the company presents its grand final pitch — the official job offer. Anyone in the...Read More

How To Become The Nordstrom Of Your Industry

  • June 04 2014
  • Resource: Loyalty Today

True or False: When it comes to customer experience, there’s only one Nordstrom.Well — at least, there can only be one company called Nordstrom. But is there only room for one company that creates an employee-empowered...Read More

How the Voice of the Customer is Driving Strategy Inside 7-Eleven

  • May 20 2014
  • Resource: Loyalty Today

Your customers — let’s imagine that they spend less than five dollars in your store. That, on average, they’ll spend roughly three minutes while they’re there. You don’t know who they are, nor do you have any of their...Read More

Companies That Give Customer Feedback to the Frontlines Achieve Higher NPS®

  • May 19 2014
  • Resource: Loyalty Today

What are the leaders of customer experience doing differently? Which of their best practices should you incorporate into your business?The Medallia 2014 Customer Benchmark is our annual analysis of just these questions. Created by the ...Read More

How One Founder Uses Customer Value as the North Star for His Business

  • May 17 2014
  • Resource: Loyalty Today

Chris Zane, founder and president of Zane’s Cycles, likes to think of things very differently. He shared his approach in a keynote at Medallia’s Experience 2014. The core of it? Understanding that there’s a lifetime value to...Read More

Customer Experience Improvement — It Doesn’t Necessarily Begin With the Customer

  • May 16 2014
  • Resource: Loyalty Today

Improving the customer experience is finding its way to the top of more and more CEO’s list of priorities. You’d imagine that the obvious thing would be to focus on customer engagement. But according to NPS guru and co-author of...Read More

What Is The ROI Of Customer Experience In B2B?

  • May 07 2014
  • Resource: Loyalty Today

Why even care about customer experience? Intuitively, lots of folks in business understand the value of it — from their experience as customers. But when it comes to prioritizing it as a business, there always seem to be skeptics &mdash...Read More

The Shareconomy May Have A Customer Experience Problem

  • April 11 2014
  • Resource: Loyalty Today

Just because you own the company, doesn’t mean that you own the experience. Whether you rely on frontlines or franchisees, many business leaders must trust individuals far beyond their immediate reach to dictate customer experience and...Read More