Medallia, a company that provides SaaS Customer Experience Management (CEM) solutions, recently announced that its client The LEGO Group has won a Forrester Research Outside In Award in the Measurement category. The award was announced recently at the Forrester Customer Experience Forum in New York City.
The LEGO Group is engaged in the development of children's creativity through playing and learning. Based on the world-famous LEGO brick, the company today provides toys, experiences and teaching materials for children in more than 130 countries. The LEGO Group has approximately 10,000 employees, and it is the world's third largest manufacturer of play materials. LEGO deployed the Medallia platform to capture feedback from their clients, recover customers at risk, and improve customer experience. The solution from Medallia has helped the company increase revenue and improve Net Promoter Scores (NPS).
“We’re thrilled that The LEGO Group has been recognized for its customer experience program by Forrester Research, an authority on business excellence,” said Borge Hald, CEO of Medallia. “The LEGO Group’s commitment to continually improving the customer experience is evident in the loyalty of their customers. We are thrilled to be a part of this iconic brand’s customer insights program.”
“We use Medallia’s measurement tools to get a close read on what is driving our consumers, so that we can focus on doing better where it matters most,” said Margaret Conley, director of consumer insights for The LEGO Group. “With everyone focused on the right goals and using the right tools, we are able to quickly spot issues in real time, identify and contact consumers who want further dialog with us, take immediate actions, and make ongoing improvements. In addition, with Medallia’s text analytics solution, we continue to learn, gaining insight that impacts our long-term business plans. Over time, listening to what the consumer wants has increased our consumer satisfaction and business metrics.”