Salvatore Ferragamo and Medallia Together Amplify the Customer Experience
February 18 2021 - 8:00AM
Business Wire
Medallia, Inc. (NYSE: MDLA), the leader in experience
management, announces that Salvatore Ferragamo, the iconic Italian
luxury brand, has chosen Medallia Experience Cloud to improve the
customer experience throughout its international network, both in
physical stores and e-commerce sites.
The extreme attention to the customer has always been a central
element for Ferragamo since its birth by its founder in 1927.
Thanks to Medallia's technology solutions, Ferragamo has opened
conversations with its customers to bring their sentiment and voice
into the organization and to give front-end teams relevant customer
information so they can identify effective solutions to
revenue-impacting issues and strengthen the bond of trust with
customers.
The original project roadmap coincided with the first wave of
the Covid-19 pandemic and the Ferragamo team quickly rethought the
plan adapting it to the situation, anticipating the pilot on the US
e-commerce channel and subsequently implementing the project in
brick-and-mortar stores. The goal is to amplify the understanding
of what touches customers' emotions and to establish a direct
personal connection through closing the loop with customers.
"An authentic dialogue with customers is essential for building
lasting relationships and for enriching the brand. By listening to
their requests, transforming criticisms into opportunities,
flexibly and promptly finding solutions, helps strengthen the bond
of trust and is the basis of a lasting relationship. Through the
Medallia platform, we have opened an additional channel of
listening and understanding with our customers, with the aim of
transforming areas for improvement into opportunities and
strengthening the bond that the Salvatore Ferragamo brand wants to
have with its customers," comments Micaela le Divelec Lemmi CEO of
Salvatore Ferragamo Spa.
"We are absolutely delighted to be working with Salvatore
Ferragamo on their mission to strengthen their bond with
customers,” adds Leslie Stretch CEO of Medallia, who concludes
“This famous Italian Icon delivers fabulous experiences around the
world. Their dedication to delighting all their clients and fans is
backed up by their investment in technology and talent, truly
driving 21st century customer experience.”
About Salvatore Ferragamo
Salvatore Ferragamo based in Florence, is an Italian company
leader in the luxury industry. The Group is active in the creation,
production and sale of shoes, leather goods, apparel, silk products
and other accessories, along with women's and men's fragrances. The
Group's product offer also includes eyewear and watches,
manufactured by licensees. With approximately 4,000 employees and a
network of 654 mono-brand stores, the Ferragamo Group operates in
Italy and worldwide through companies that allow it to be a leader
in the European, American and Asian markets.
About Medallia
Medallia (NYSE: MDLA) is the pioneer and market leader in
Experience Management. Medallia’s award-winning SaaS platform, the
Medallia Experience Cloud, leads the market in the understanding
and management of experience for customers, employees and citizens.
Medallia captures experience signals created on daily journeys in
person, on calls and digital channels, over video and social media
and IoT interactions and applies proprietary AI technology to
reveal personalized and predictive insights that can drive action
with tremendous business results. Using Medallia Experience Cloud,
customers can reduce churn, turn detractors into promoters and
buyers, create in-the-moment cross-sell and up-sell opportunities
and drive revenue-impacting business decisions, providing clear and
potent returns on investment. www.medallia.com.
© 2021 Medallia, Inc. All rights reserved. Medallia®, the
Medallia logo, and the names and marks associated with Medallia’s
products are trademarks of Medallia. All other trademarks are the
property of their respective owners.
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version on businesswire.com: https://www.businesswire.com/news/home/20210218005299/en/
PR Contact: Valerie Beaudett press@medallia.com +1 (650)
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