Consumer Technology Trends to Drive Enterprise CEM in 2013
Customer Feedback via mobile devices have increased over 100% in just the last
PALO ALTO, Calif., Jan. 3, 2013
PALO ALTO, Calif., Jan. 3, 2013 /PRNewswire/ --Medallia, the global leader in
Customer Experience Management (CEM) software, issued a call today for
industry-leading enterprises to prepare for the impact of fast-changing
consumer technology trends on their CEM programs and purchasing decisions.
In a series of 2013 predictions unveiled on the Medallia blog, Michelle de
Haaff, the company's newly appointed vice president of marketing, outlines how
forward-thinking companies are leveraging social media and mobile devices to
interact with their customers and to empower their frontlines.
de Haaff predicts that the following trends, driven by consumer behaviors,
will have the greatest impact on enterprise CEM program success in 2013:
1.Solicited and Social Feedback Merge: To share their experiences, consumers
are increasingly turning to social media. This has companies struggling to
capture and understand the consumer experience. Many use Medallia's
platform capabilities—including Medallia Social Media—to drive customer
listening and direct action across multiple channels. The emergence of
these channels in recent years has prompted many companies to purchase
disparate point solutions that address just pieces of the social feedback
puzzle. That's changing too. Companies will increasingly demand single
platforms, like Medallia's, that have cross-channel feedback analysis and
2.Mobile Feedback and Action Adoption Soar: Tech-savvy companies already
solicit customer feedback through mobile devices moments after a
transaction or brand interaction. That is the magic window when customers
are most willing to share feedback, data shows. Response rates in 2012
jumped 100 percent for enterprises that embraced mobile feedback early.
3.Action at the Frontline Will Become Standard: Today's comprehensive CEM
platforms are designed to provide actionable follow-up to frontline teams
based on consumer feedback. Smart brands are empowering and motivating
their frontlines to act quickly on customer responses and demonstrate the
business value of closing the feedback loop. This will increasingly become
commonplace as brands empower their frontline teams to take action.
Savvy enterprises will see immediate bottom-line benefits to their investment
in CEM platforms, de Haaff predicts, as they adopt new practices and
technologies in the New Year.
To learn more, please visit the Medallia blog at http://blog.medallia.com
Medallia is the customer experience management company. Founded in 2001, the
company is trusted by the world's leading brands—including Verizon, Macy's,
Fidelity, Wells Fargo, Sony, Four Seasons, Sodexo, and Best Western—to improve
customer experiences. We provide a cloud-based software platform, so companies
can focus on capturing feedback across the Web, social, and mobile channels,
analyzing it in real time, and managing the related actions to drive customer
delight. Learn more at www.Medallia.com and follow the company at
blog.medallia.com, Twitter.com/Medallia, and Facebook.com/MedalliaInc.
LEWIS PR for Medallia
Office: (415) 432-2439
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