When Guests Talk,
Profits Listen:
Medallia’s Competitive Edge
The Feedback Flood: Turning Noise into Action
Today’s customers don’t wait.
After just two poor experiences, 52% switch brands, and they’re not only willing to pay more for a better experience, they expect it!
But feedback—whether reviews, surveys, or social posts—only matters if it gets to the right hands, fast. That’s where Medallia shines. It captures signals across every channel and delivers them in real time to people who can act.
When Silence Costs You Sales
An unhappy guest isn’t just a lost booking. It’s a potential online rant, churn, and long-term reputational damage.
Medallia helps stop problems before they spiral.
As Polyard notes, “Medallia can capture a guest who is a detractor or unhappy before they leave the property.” That kind of proactive recovery prevents fallout—and protects revenue.
The payoff is real:
- Brands with strong customer experiences grow faster—by 4–8% higher revenue than their peers.
- In hospitality, even a one-point gain in guest satisfaction can deliver an extra $3–5 million in annual revenue.
That’s the price of ignoring what your guests are saying.
Turning Insight into Income
Medallia doesn’t just track feedback; it translates it into action.
It corrals surveys, social media, chats, emails, and even incident logs into a single dashboard tailored to every role.
- Executives see trendlines and benchmarks.
- GMs get property-level insights.
- Frontline staff get checklist-ready actions.
This role-based reporting ensures that insights don’t stay in the C-suite; they drive daily improvement everywhere.
That’s what makes Medallia stand out as a top customer service platform: it doesn’t just gather data, it operationalizes it.
Every 7‑point NPS® bump can translate to about 1% revenue gain.
Technology Built for Scale
Collecting feedback is easy. Acting on it across a global enterprise? That’s the challenge.
Medallia is built to scale:
- Supports over 50,000+ active users monthly for larger organizations.
- Adapts as managers, teams, and properties shift.
- Delivers real-time alerts to prevent escalation.
- Leverages AI-driven analytics to spot sentiment and trends.
It’s engineered for complexity—yet accessible enough for organizations of any size.
More Than Tech: A Culture Shift
Technology is only half the story. Medallia also drives cultural change.
By embedding the rhythm of listen → act → improve into everyday workflows, organizations move from reactive fixes to proactive growth. The impact:
- Higher guest retention.
- Stronger employee alignment.
- Faster recovery when challenges arise.
When feedback becomes a reflex, companies don’t just respond to customers—they anticipate them. That’s when a customer service platform evolves into a business growth platform.
Real Results from Real Clients
The numbers prove it.
Polyard highlights:
- Best Western saw a 76% surge in TripAdvisor reviews, rocketing them up local rankings.
- Choice Hotels registered a seven-figure revenue bump alongside better ratings.
- A hospitality client, post-COVID, reopened with a 16-point higher NPS® than pre-pandemic levels thanks to feedback guiding their reopening plan.
These examples prove Medallia’s claim to being one of the top customer service platforms in the market today.
Why Medallia Stands Out Among Top Customer Service Platforms
In a sea of CX tools, Medallia rises above because it:
- Scales seamlessly across thousands of users and locations.
- Personalizes insights by role so the right person sees the right data.
- Transforms culture by embedding feedback into everyday decisions.
- Proves ROI through measurable improvements in NPS®, reviews, and revenue.
As George says, “If you have feedback as a part of your daily workflows all across the organization, not only will your scores and your metrics improve, but your financial outcomes will as well.”
Medallia vs Other CX Tools
In hospitality—or any field where customer voice matters—feedback isn’t data. Its direction.
Medallia proves that when guests talk, profits don’t just follow; they grow. That makes it a compelling top customer service platform worthy of the title.
Curious about how Medallia can help your organization can boost NPS® fast? Reach out below.