Medallia Named Carlson’s “Global Supplier of the Year”
MENLO PARK, CA.—July 17, 2007—Carlson Hotels Worldwide, a global leader in the hotel industry, recently announced that it had named Medallia, Inc., the world’s leading provider of on-demand enterprise feedback solutions, as its “Global Supplier of the Year” for 2006.
The award was presented by Jay Witzel, president and CEO of Carlson Hotels Worldwide and CEO of Regent, at the company’s global business conference in Paris. He singled out Medallia for its key contribution to three “definitive building blocks” of Carlson’s reputation as a global company: innovation, people management and product quality and services.
“Great brands must be supported by outstanding suppliers,” Witzel said, “that help us maintain a competitive edge. Medallia was instrumental in developing and executing a guest feedback capture system that provided us with a new analysis and solutions tool that was on time and on budget.”
According to Witzel, “The list of all the things that Medallia has achieved for us is long.” As part of its selection criteria, Carlson cited Medallia’s impact across the Carlson hotel organization—at the company, brand, franchise, and customer levels.
“We are honored to receive this award, especially from a company of Carlson Hotels’ caliber,” said Medallia CEO Borge Hald, who noted that “Carlson truly places its customers first.”
“We are also gratified that Carlson’s intention is to implement Medallia globally,” said Hald. “It validates that we are one of the few vendors to offer true global enterprise platforms for feedback management.”
Witzel noted that while Carlson Hotels’ traditional comment card program generated only a two percent response rate, Medallia’s on-line solution drove response rates up to the 35–40 percent range.
“Thousands of our customers have replied that the immediate response they received as a result of the Medallia system was unexpected and that they will now definitely return again due to the concern showed by the hotel,” said Scott Meyer, vice president of Brand Measurement & Performance at Carlson Hotels Worldwide.
Carlson Hotels Worldwide selected Medallia as its customer satisfaction vendor in 2005, using a rigorous Six Sigma methodology. Ten other vendors were considered during the competitive RFP process.
“Carlson is a quality-focused organization—from their criteria in selecting us, to how they have implemented and used our solution,” said Hald. “Being chosen as a vendor by Carlson was already like getting the blue ribbon. Winning ‘Global Supplier of the Year,’ is icing on the cake.”
About Carlson Hotels Worldwide
Minneapolis-based Carlson Hotels Worldwide includes five hotel brands, totaling 955 locations in 70 countries. Hotel brands include: Regent Hotels & Resorts (www.regenthotels.com), one of the most respected brands in the luxury segment of the lodging industry; Radisson Hotels & Resorts® (www.radisson.com), one of the world’s leading upscale hotel companies with 400 locations in 64 countries; Park Plaza® Hotels & Resorts (www.parkplaza.com) positioned in the mid-scale segment of the full-service hotel category, has over 40 hotels globally and is known for its great value and customer-focused service culture; Country Inns & Suites By Carlson℠ (www.countryinns.com), one of the fastest growing, mid-tier lodging chains with over 415 locations offering excellent value with a warm and comfortable atmosphere; and Park Inn® (www.parkinn.com), with 85 hotels worldwide, is a unique emerging hotel brand offering a relaxed environment in the economy category and is poised for aggressive global growth.
Carlson Hotels Worldwide is one of the major operating groups of Carlson, a global leader in providing corporate solutions and consumer services in the marketing, travel and hospitality industries. Other names among the Carlson family of brands and services are: Radisson Seven Seas Cruises, Carlson Marketing, Carlson Wagonlit Travel, Results Travel, Cruise Holidays, T.G.I. Friday’s and Pick Up Stix restaurants. The company has been recognized by both Fortune and Working Mother magazines as one of the “100 best places to work for in America.”