Michelle deHaaff
Michelle leads marketing at Medallia, the leader in SaaS Customer Experience Management and has over 18 years of experience in marketing, branding, product management and strategic partnering in Silicon Valley. Michelle came to Medallia from Attensity where as Vice President of Marketing and Products she led the transformation of the brand and the products to be the leader in Social Analytics and Engagement. Michelle also led Marketing at AdSpace Networks, was a GM of Products at Blue Martini Software and worked at Ernst & Young as a CRM practice manager.
Customers aren’t willing to suffer through badly designed experiences anymore. Case in point: the cab industry. Since the public hackney coach service was launched in...
Ten years ago, Fred Reichheld published an article in Harvard Business Review on the “One Number You Need to Grow“. That watershed article introduced the...
(1) More Companies Will Explore Getting Feedback Through Mobile Apps and Something Called "Geo-fencing" For most B2C companies, no customer experience feedback is more valuable...
Black Friday, Small Business Saturday, Cyber Monday, Giving Tuesday, and now…Turkey Thursday. Retailers are increasingly looking to the holiday shopping season (and the handful...
Customers are people and people are passionate. Whether they are talking about a recent service experience or a product they love or hate, open-ended...
Customers' satisfaction rates with contact center experience have universally dropped four years in a row, Forrester Research reports. And only 26% of consumers responded...
Are you a restaurant, hotel, retailer or other business trying to get a complete picture of the customer experience by also hearing from those...
Most of us have, in some way, experienced buying a car. It breeds a bit of anxiety, right? Making sure you get the right...
Frontline TeamsQuestion: When you go into a restaurant, a store, a bank, do you know who you will meet? The CEO? The VP...
Companies ask for feedback so they can get feedback. The challenge is that many surveys seem to be designed not to be answered. Since...
What's your NPS? Every month the C-suite at Gold's Gym places calls to a few gyms in its global franchise to ask whomever answers...
The last three years or so have flown by when you consider how quickly consumers are embracing new digital platforms. Companies like Instagram,...
What a week for the Susan G.Komen for the Cure foundation. An organization that I've supported for years faced a huge debacle this week...
No, I haven't become the official Attensity blogger on consumer electronics, but I am a shopper and this season the extensive list of new...
If you've turned on the TV, tuned into the radio or surfed the web this holiday season it would be almost impossible to miss...
As CMOs try to figure out how social media fits into the marketing mix, there has been a lot of discussion in the marketing...
I am on vacation in Costa Rica! But I can't get away from thinking about one of my passions – the amazingly rapid...
With Google opening up a large number of invites to Google+ this week, the conversation surged about this new attempt by the Internet giant....
As we go down the journey of working with our customers to leverage their customer conversations as a business asset, we end up working...
Sentiment is a widely discussed topic in the social, market and customer analytics world. Most vendors and buyers talk about sentiment as the...