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Case Study

Macy’s Case Study: NPS up 10 points and stock surged 140%

In 2010 the company rolled out the “My Customer Engagement Program” powered by Medallia, which enables Macy’s to collect and act upon feedback across multiple channels, including e-commerce, in-store shopping, the wedding registry, and furniture delivery. And by linking financial data to customer experience, Macy’s is able to see the business impact of improved experiences and better-trained associates.

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