Ep. 9: Imagining the future of feedback

May 2, 2014 - Borge Hald, founder and CEO of Medallia, explains how the company captures a wide variety of customer feedback and shares it with company employees (6:50), how Medallia got its start in the hotel business during a difficult time (8:15), the importance of company cultures that treasure feedback (28:28) and what he thinks the future of customer feedback will look like (41:25).

In our latest Net Promoter System podcast, I speak with Borge Hald, CEO of Medallia. Medallia’s services help companies capture customer feedback, understand it in real time and take action to improve the customer experience. The company’s software powers closed-loop feedback. Its systems also combine customers’ unstructured, verbatim comments with other operational data, so employees can understand what else might have affected customers’ experience.

Medallia supports some of the best-known companies using the Net Promoter System®. In fact, I met Borge through one of his company’s most ardent promoters―an NPS® Loyalty Forum member who insisted on bringing him to one of our quarterly meetings. Her advocacy made a real difference, and now, many of our Forum members are also Medallia’s customers.

In this podcast, Borge and I discuss the future of customer feedback and the role of text analytics. We also talk a little about how Medallia got its start during a particularly difficult time. You can learn more about Medallia at their website.