Sherwin-Williams Responds to Customers Using Medallia Feedback Management Solutions
The largest specialty retailer of paints and coatings in the U.S. engages over 100,000 customers using Medallia's award-winning CEM platform
PALO ALTO, Calif., Nov. 9, 2011 /PRNewswire/ -- Medallia, the global leader in software-as-a-service Customer Experience Management (CEM) solutions, today announced that Sherwin-Williams, the nation's largest specialty retailer of paints and coatings, has implemented Medallia's CEM solution to communicate with customers and drive up already-high customer satisfaction scores.
Sherwin-Williams, a subscriber to the Net Promoter Score (NPS) methodology, achieves world-class NPS scores. A key tenet of NPS is to "close the loop" with customers: respond to customers who have provided feedback, learn, act on the learning, and, ultimately, drive better decision-making and business results. Sherwin-Williams has selected Medallia as its preferred way to close the loop.
Since launching Medallia in late 2010, Sherwin-Williams has fielded 112,000 customer surveys. Store managers have responded to every single customer who has expressed willingness to be contacted, which translates into approximately 100,000 connections.
"One of the ways we continue to increase our Net Promoter Score is by responding to every customer survey in real time. Medallia makes that easy to do, with its timely customer feedback and simple, intuitive closed-loop tools," said Mark Sposito, VP of Marketing at Sherwin-Williams.
"Sherwin-Williams is an innovator that differentiates itself by delivering great customer experiences and maintaining strong, long-term customer relationships," said Amy Pressman, president and co-founder of Medallia. "The company is a poster child for closing the loop: systematically dialoguing with customers to improve in-store experiences."
The Medallia CEM solution, which is designed for retailer needs, can unify feedback from multiple channels and customer touchpoints in the retail environment. It is used throughout Sherwin-Williams. Frontline employees use the alerts management feature to address customer detractors in a timely manner. Executives at headquarters use store ranking on key metrics to closely track the pulse of the stores nationwide.
To find out more about Medallia's retail-specific solutions and services, visit http://www.medallia.com/solutions/retail.
The Sherwin-Williams Company (http://www.sherwin-williams.com/) is the largest specialty retailer of paints, stains, coatings, wall coverings and sundry items in the United States, and is among the largest retailers in the world. The company is dedicated to supporting the do-it-yourself consumer with exceptional products; resources to make confident color selections; and expert, personalized service that's focused on the do-it-yourselfer's unique project needs.
Medallia (www.medallia.com), the global leader in SaaS customer experience and enterprise feedback management, provides solutions to Global 2000 companies. More than 50,000 businesses and business units around the world use the Medallia system to track customer satisfaction. Medallia's solutions enable companies to gather, monitor, and act on feedback from customers, partners, and employees. Customers include global financial services, retail, high-tech, business-to-business, and hotel companies. The company is headquartered in Silicon Valley.
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