Contact Center Solutions Featured Article

Medallia Promote Improves Companies' Social Media Rankings and Customer Experience

March 16, 2012

Medallia recently announced the launch of its Medallia Promote, a solution designed to let companies enhance their social media ranking by encouraging more customers to use social media sites to post their experiences. By putting customer reviews online, Medallia promises that its customers benefit from 20 times more survey responses compared to social media reviews.


"It is no secret that social reviews affect bookings and revenues,” said Borge Hald, Medallia’s CEO and co-founder. “Medallia has found that social review sites actually underrepresent true customer experience scores around seventy percent of the time. It's unfortunate for companies to lose so much business simply because their scores don't reflect the true sentiment of all guests."

Medallia Promote helps businesses track social media feedback and take proactive steps to help them improve their scores. Business reputation can easily incur negative online sentiment, damaging the true customer experience of a business. The condition can also compound with phony or competitor-generated social reviews. 

Ignorance can also hurt a business. Search engines not listing sites don’t generate a steady inflow of social feedback. This can severely damage potential customers of a business.

Medallia Promote complements Medallia's CEM solution perfectly. The solution effectively galvanizes specific customer bases to improve business ratings as its uses the reach of social media platforms to broadcast improvements in customers’ experiences.

"Companies that are proactive both in listening and responding to social media feedback and in activating genuine customer reviews will outperform the market,” added Hald.

Medallia Promote, used by one luxury hotel, helped triple the hotel’s social media postings. Another use of Medallia Promote is in the development of marketing campaigns geared at targeting specific fan bases and detractors.




Edited by Braden Becker



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