Brand Perception is a Key to Successful Marketing

Reading Time: 2 minutes When I first visited Chicago with my parents years ago, we did the obligatory visit to the Sears Tower (now known as the Willis Tower). Walking the blocks to the building and looking up – you begin to think about what a wonder of engineering it is. It’s 4.56 million gross square feet, 110 stories high, took 3 years to build and used enough concrete to make an eight-lane, five-mile-long highway. Then you get in

Medallia: Experience Management To Detect, Identify, Predict, and Correct Issues in Your Customers’ Experiences

Reading Time: 3 minutes Customers and employees are producing millions of signals critical to your business: how they feel, what they like, why this product and not that, where they’re spending money, what could be better… Or what would make them happier, spend more, and be more loyal. These signals are flooding into your organization in Live Time. Medallia captures all these signals and makes sense of them. So you can understand every experience along every journey. Medallia’s artificial

5 Data Disconnects and Bad Marketing Assumptions

Reading Time: 3 minutes We recently ran a user experience test of our site, and the results were split. The audience loved our content but were irritated by our advertising – especially where it was sliding in or popping up. While the testing validated the layout of our site, ease of navigation, and quality of our content – it also pointed to something that annoyed our overall audience. This disconnect is something that virtually every marketer has to balance,

6 Benefits of Branded Forums and Online Communities

Reading Time: 2 minutes This week, we released a major update of our email newsletter plugin for WordPress. One of the elements we struggled with was dealing with all the different ways customers were attempting to contact us with feature requests, implementation questions, or problems. WordPress plugins have their own support forums, we had website contact form submissions, and we had tested a helpdesk. With all of that – we missed a couple folks that needed help… ugh! We’ve

Leger Metrics: Voice of Customer (VoC) Actionable Reporting

Reading Time: < 1 minute Leger Metrics offers a platform to assist your company in a better understanding of how your customer experience drives satisfaction, loyalty and profits across your company. The Voice of Customer (VoC) platform provides you with the tools necessary to capture customer feedback with the following features: Customer Feedback – Invite customer feedback and collect it through mobile, web, SMS, and phone. Reporting and Analytics – Deliver insights to the right people, at the right time