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Case Study

Using self-service to drive member experience and innovation

Using self-service to drive member experience and innovation

Using self-service to drive member experience and innovation

Medallia
Pages 3 Pages

Sam’s Club used Medallia’s Ask Now solution to transform member engagement during the pandemic, collecting over 3.7 million feedback responses since program launch. Real-time surveys helped identify gaps in awareness about safety measures, enabling rapid communication changes and improved clarity. Pilot programs like the Senior Concierge Service used targeted feedback to refine offerings before nationwide rollout. By tapping into member sentiment, Sam’s Club accurately forecasted seasonal needs, informed merchandising strategies, and optimized curbside services. These insights drove innovation, improved satisfaction, and helped maintain safe, personalized shopping experiences.

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