About the Customer
The world leader in gases, technologies and services for Industry and Health, Air Liquide is present in 80 countries with approximately 68,000 employees and serves more than 3 million customers and patients. Oxygen, nitrogen and hydrogen are essential small molecules for life, matter and energy. They embody Air Liquide’s scientific territory and have been at the core of the company’s activities since its creation in 1902.
Scope and Challenges
Medallia announced that Air Liquide, a French multinational firm, has selected Medallia to support its customer-centric transformation strategy. Air Liquide has already successfully completed a pilot project across three countries in Europe—Belgium, Netherlands, and Luxembourg and will roll out to an additional 20 countries in the coming months for the next phase of the implementation.
Medallia Experience Cloud empowers Air Liquide to understand customer feedback in real-time by providing deep data analytics that shows a 360-degree view of the customer. Employees from the front line to the executive suite rely on both the desktop and mobile versions of Medallia Experience Cloud to listen to the voice of the customer.
Outcome and Implications
Air Liquide underwent a rigorous selection process to choose a partner for this initiative, ultimately selecting Medallia because of its strong international footprint, robust mobile app, and cost-competitive technical platform. Many industrial B2B customers have worked with Air Liquide for more than 30 years, so it’s important to measure customer sentiment at key moments in the customer journey with post-transaction and relationship-based surveys.
“As a truly international company, with operations in more than 80 countries, we recognize that the customer experience within the B2C world has begun to drive that experience within the industrial B2B world too. We are now able to absorb customer feedback quickly, enabling us to shift, alter and adapt our approaches. The Medallia Experience Cloud platform is one of our key tools in our Customer Centric Transformation strategy.” Said - Rich Jahr, Chief Customer Officer, Air Liquide.
“We are honored to partner with Air Liquide to bring the voice of the customer into every operation within the organization. Air Liquide continues to succeed by focusing on customer-centric innovation to create long-term value for customers.” Said - Borge Hald, CEO and Co-Founder, Medallia.
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