Medallia

Tom Steitz was appointed Head Coach for the US Olympic Nordic Combined Skiing Team in 1988. The team had finished dead last that year’s Games.  Last Sunday the team won its first individual Olympic medal ever and the US team has been picked by Sports ... More on Medallia Ideas http://post.ly/OQel

    Robert Fulghum created a stir in the mid-’80s with his bestselling book All I Really Need to Know I Learned in Kindergarten . The disarmingly titled book counseled a generation of Americans to make the world a better place by getting back to basi ... More on Medallia Ideas http://post.ly/NDF3

We previously described how Medallia customers have outperformed the S&P500 by 10x since 2003.   Now Jon Picoult of Watermark Consulting has published further evidence of the link between customer experience and shareholder value creation. In a post ... More on Medallia Ideas http://post.ly/Mulq

via blogs.hbr.org Peter Merholz from Adaptive Path writes about developing Target's ClearRx pharmacy system.  The article covers four key lessons for anyone wanting to deliver a great experience: 1. Prototype Early 2. Gird yourself for a slog 3. Alig ... More on Medallia Ideas http://post.ly/Mk0S

Pella Windows stands behind its products and builds relationships in the process. Many companies would try to red-tape their way out of a 9 year after warranty claim. Pella didn't (disclaimer: Pella is a Medallia customer) A bad start... Around nine ... More on Medallia Ideas http://post.ly/MH7N

via nytimes.com A few weeks ago, the New York Times reported a rebound-inducing trend at Starbucks: giving the frontlines more autonomy. (see: http://www.nytimes.com/2010/01/21/business/21sbux.html )   Howard Schultz, Starbuck’s CEO, told a group of ... More on Medallia Ideas http://post.ly/M1nm

Consumer advocates? Besserwisser? Profiling? Outsourcing? via successfuloffice.com   ... More on Medallia Ideas http://post.ly/LuiF

On the occation of buying Zappos, Jeff Bezos shares everything he knows about building a business: Obsess over customers, not competitors Innovate for your customers Think long term - 5 years or more It's always day 1   via youtube.com   About us: Me ... More on Medallia Ideas http://post.ly/LkaL

Growth is critical for a company's success, yet wrong growth can be really damaging for a business. Here in the Valley we seem genetically attracted to the promise of new products and markets, yet deciding not to pursue something can be just as valua ... More on Medallia Ideas http://post.ly/LWwQ

Disney is one of the best in terms of experience design and execution.  Carmine Gallo on BusinessWeek.com interviews Bruce Jones, programming director for the Disney Institute and comes away with 5 tips for service business owners:   Engage secondary ... More on Medallia Ideas http://post.ly/LCSU

In the article "Unlocking the Potential of Frontline Managers" McKinsey makes a strong case that companies should free their frontline managers from administrative chores and dramatically increase their focus on frontline coaching.   Frontline manage ... More on Medallia Ideas http://post.ly/KxCn

  Yelp and other review sites are raising the stakes for consumer businesses.  Customers air both praise and complaints in public.  And the response from the business is often public too. The good news for businesses that have implemented Customer Ex ... More on Medallia Ideas http://post.ly/KUQn

This is why we love the hospitality business. The variety of  situations hotel staff has to deal with is amazing. There is no way to script actions. Staff empowerment is key.  Forbes writer  Pascale Le Draoulec  captures this reality in the highly en ... More on Medallia Ideas http://post.ly/K0uf

Root cause analysis doesn't get easier than this :) ... More on Medallia Ideas http://post.ly/JpDR

W. Edwards Deming (1900 – 1993) was a great quality visionary.  He was quotable, opinionated, and almost always right. Here a few quotes that are as relevant now as when they where first uttered: The case for change “It is not necessary to change. Su ... More on Medallia Ideas http://post.ly/JYYt

A new breed of pro-active customer service is developing fueled by Twitter.  We think great companies need to build pro-active "customer engagement teams". These teams should handle both inbound service requests as well as outreach and engagement act ... More on Medallia Ideas http://post.ly/JGDa

Survey shows Verizon performs better as a carrier When asked the bottom line question, i.e., if they would recommend their wireless carrier to friends and family members, 92% of Verizon customer said “yes,” followed by 79% of Sprint customers, 79% of ... More on Medallia Ideas http://post.ly/Ip9t

Health writer JoNel Aleccia at msnbc.com the tension around doctors, patients and online reviews As with many review sites, comments can be problematic for the provider Most of the testimonies are glowing on sites from  Angie’s List  to  DoctorScorec ... More on Medallia Ideas http://post.ly/Ieer

Don’t read what they write about you, just measure it in inches Andy Warhol 

In this interview on Forbes.com, journalist Robert Reiss interviews Ritz-Carlton President Simon F. Cooper to find out how they make the Ritz experience so special.  We see 10 great practices that every company can learn from: 1. Arm staff with a gre ... More on Posterous

An awesome discussion between by Brandon Schauer of Adaptive Path and Josh Levine of Great Monday which underlines the importance of1) having a customer experience vision and 2) engaging employees to ... Read More on Medallia Ideas http://post.ly/FDUw

A post from Joseph Michelli describes details of how Zappos drives the customer experience through its front line staff. Here are 4 key elements:Coaching and training "Leaders will audit one of call ... Read More on Medallia Ideas http://post.ly/F5eg

As the end of the year approaches, we've recently had the chance to reflect on how our own year has gone at Medallia. We're excited our customers have done so well - since 2003, our customers have g ... Read More on Medallia Ideas http://post.ly/Ep1g

Southwest has spirit. Here a list of "68 Reasons Why I’ve loved working at Southwest Airlines" from a departing employee:A selection: The response you receive when you tell someone that you work ... Read More on Medallia Ideas http://post.ly/EoYk

From "In Search of Excellence" by Peters and Waterman Excellent companies were, above all, brilliant on the basics. Tools didn't substitute for thinking. Intellect didn't overpower wisdom. Analysis d ... Read More on Medallia Ideas http://post.ly/EcF7