Sam's Club is reimagining the customer experience

Gina Acosta
Executive Editor
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Sam's Club is launching new tools to give associates quick and easy access to data that they can use to help customers.

The retailer is launching the Medallia Experience Cloud solution in all of its U.S.-based wholesale clubs. The platform will allow Sam's to increase employee engagement by soliciting feedback/ideas for improving member experience via a program called "The Yellow Notepad" after the book Sam Walton used to carry around stores.

Medallia's software underpins Member Experience Voices ("MxVoices"), a program Sam's Club launched in January 2017. MxVoices gives associates access to timely member feedback and insights, and Sam's Club is using the feedback to continue to improve its member experience.

"With Medallia's help, our associates have real-time and actionable data that help them provide the best possible shopping experience," said Tracey Brown, Sam's Club's Chief Experience Officer. "Associates in every location have the information they need at their fingertips, 24/7, in an easy-to-use app. That empowers them to take action to solve member problems, and we're seeing member satisfaction scores rise as a result."

The vision of Sam's Club to engage in a two-way dialogue with members, capture their experiences and take immediate action, was the reason behind choosing Medallia Experience Cloud. Medallia Experience Cloud created a powerful feedback loop between Sam's Club associates and their members that is making shopping at Sam's Club a fun and memorable experience.

"Sam's Club is a leader in creating positive customer experiences for its members," said Borge Hald, CEO and Co-Founder of Medallia. "We're thrilled to collaborate with this retail brand that represents value, consistency, and excellence in service. What's most impressive is that Sam's Club has created a company culture—from the CEO to the frontline associate—that values its members. They are living out SamWalton's vision to be 'agents' for their customers."