When: Thursday, July 20th, 2017
9am PT / 12pm ET / 6pm BST
Presenters: Bernadette Doerr, Research & Analytics Manager, Medallia and Carolyn Egelman, Sr. Manager, Insights, Medallia
Even the most seasoned customer experience professionals struggle to demonstrate the financial value of their CX programs. Where should I look? What should I track? How should I communicate this, to whom, and when?
Please join us for a webinar featuring Medallia case studies on financial linkage.
We will highlight several recent examples (Airbnb, Comcast, Telcos and more) of companies tracking the financial value of providing a great customer experience, and discuss ways to leverage social science to make your case palatable to the CFO. The session will conclude with live Q&A.
Join us on Tuesday, June 13 at 10:30am PT / 1:30pm ET / 6:30pm BST / 7:30pm CET!
Continuing our Employee Program focused webinar series – which started in March with Voice of the Employee: More Than Just Measuring Engagement – we will now turn to the role that Employee Feedback plays in the Net Promoter System®, or more simply put, in earning customers’ love.
Join Darci Darnell and Julia Markish for an insightful discussion which will delve into the Net Promoter System, and how integral Employee Voice and Action are to its success. We’ll review the system overall, and then focus specifically on how effective Employee Engagement programs should spark customer-focused discussion and learning at the front line, and lead to local and systemic change. We’ll then review the components of a platform that can support the full spectrum of the Net Promoter System.
Darci Darnell is a partner in Bain & Company’s Chicago office. She leads Bain’s Customer Strategy & Marketing practice in the Americas and is an active leader in the firm’s Financial Services and Strategy practices.
Julia Markish is Medallia’s Employee Practice Leader and a Director in the Professional Services Group.
Join the discussion to:
- Decompose what employee engagement means
- Understand the role of feedback in building employee engagement
- Build a team dialogue around giving and receiving feedback
- Frame your action plans
- Learn how Medallia can provide you with a platform and program to take action
Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
Join us on Friday, February 3 at 10am PT / 1pm ET / 7pm CET.
Click here to register!
Stay Ahead of the Digital CX Revolution
Forrester Research reports that US cross-channel retail sales will total $1.8 trillion by 2018. How will you get in front of this massive growth?
Join Medallia’s Mike Debnar, Retail Solutions Principal, in a conversation on how to perfect cross-channel experiences for your customers. Mike, who most recently served 7-Eleven, Inc. as Vice President/Co-founder of 7-Ventures, was responsible for driving customer-facing and digital innovation in order to enable a differentiated cross-channel experience for 7-Eleven customers.
Leave the webinar with a new perspective for providing a seamless cross-channel experience for your customers while learning how Medallia Digital can help you:
- Use digital feedback to delight customers
- Empower business users with easy engagement
- Get the most out of existing web analytics
Join us on Wednesday, January 18 at 10am PT / 1pm ET / 7pm CET!
Getting customer feedback into the right hands can be extremely powerful. When your employees access real-time feedback that is uniquely relevant to their role, there are benefits for your customers, employees, and financial performance.
Listen in to learn about research from the Medallia Institute demonstrating why these strategies are important and hear customer stories exemplifying how to put them into practice in your own organization.
H&R Block will share their strategy to weave feedback into daily operations, building user engagement and empowering their employees. We will discuss concrete actions that help customer-centric organizations drive continuous improvement and foster innovation.
The 4 Habits of Exceptional Fitness Centers, presented by Medallia
Jun 27, 2016 2:00 PM EDT
Exceptional clubs don’t happen by accident and they appear in every strata of the marketplace – low-price, mid-price and high-price. Their common denominator is the conscious choice to make customer experience their strategy and the adoption of the habits that make it successful. Learn what “exceptional” really means and how you can put your club(s) on the “exceptional” path. If you want to learn how many of the world’s best companies, including fitness organizations, drive customer experience strategy, this session is for you – regardless of the size of your organization.
Exceptional clubs don’t happen by accident, and they appear in every strata of the marketplace – low-price, mid-price and high-price. Their common denominator is the conscious choice to make customer experience their strategy and the adoption of the habits that make it successful.
Learn what “exceptional” really means and how you can put your club(s) on the “exceptional” path. If you want to learn how many of the world’s best companies, including fitness organizations, drive customer experience strategy, this webinar is for you – regardless of the size of your organization.
Blair McHaney, president, ClubWorks Inc.
Blair McHaney is the former vice president of strategic initiatives for Medallia, an operational customer experience management (OCEM) technology company. He is a subject matter expert on operationalizing voice of customer systems, a Medallia Institute educator, a club owner for more than 30 years and president of ClubWorks, which is Medallia’s partner for operational customer experience management in the fitness industry.
Developing a World Class Customer Success Organization
March 3, 2016 @ 10 am (PT) / 1 pm (ET)
Is your company adopting customer success but doesn’t know where in the organization it fits? Should customer success live under sales, marketing or product? How should you account for customer success? Join Lincoln Murphy, Customer Success Evangelist, on March 3 from 10 am - 11 am PT / 1 pm - 2pm ET as he deep dives into issues such as:
- The common mistakes when starting out (and how to avoid them)
- How logical customer segmentation is key to effective coverage levels
- Why the ideal characteristics of CSMs vary across customer segments (and how to plan for that)
- And much more...
In Lincoln’s previous webinar, “Developing the Ultimate Customer Success Strategy” he discussed the value of implementing customer success at your company and why minimizing your attrition rate through customer success is imperative to any modern business. This is the next evolution of the discussion, taking the theory into practice.
After the presentation concludes, Lincoln will answer questions from the audience during a 15 minute Q/A session. Can't attend live? Register anyway and you'll receive a copy of the recording afterward.
Join us on Thursday, February 25, 2016 at 10am PT / 1pm ET / 6pm GMT!
How strong is the link between the experience customers have with your brand, and what they end up spending?
It’s a question many executives ask — without getting satisfying answers.
Medallia’s research team sought to change this, and our work has been published in a Harvard Business Review post titled “The Value of Customer Experience, Quantified.”
We demonstrate how by leveraging the right customer data, organizations can finally start measuring the revenue value of their customer experiences. This analysis has the power to convert CX non-believers inside of organizations, and to help businesses better strategize the way they invest in customer experience improvements.
But don’t take our word for it. We want you to hear how to do it for yourself. This webinar will shed further light into our research approach and findings — and offer you a chance to ask Carolyn Egelman, one of our researchers who specializes in the ROI of Customer Experience, your questions.
In this webinar, Carolyn will explore:
- How to quantify the linkage between customer experience and financial outcomes
- How to tailor your analysis to transactional, subscription-based, and B2B customer relationships
- And the data you need to get started with this analysis in your business