Case Study: Macy's achieves $1B+ annual sales growth and +10 NPS with Medallia

Macy’s - Customer Case Study

Macy’s, the iconic U.S. department store with roughly 800 stores and 130,000 employees, faced outdated paper surveys, siloed feedback across channels, and no way to close the loop in real time or connect customer satisfaction to sales. In 2010 Macy’s partnered with Medallia to launch the My Macy’s Customer Engagement Program—a Medallia‑powered, continuous, multi‑channel listening system (e‑commerce, in‑store, wedding registry, furniture) combined with a new MAGIC selling framework to put customer insight at the center of operations.

Medallia’s platform delivered real‑time feedback, text analytics and centralized reporting so Macy’s could retrain 130,000 associates in six weeks, log thousands of follow‑up calls/emails quarterly, and collect millions of surveys annually. The results were measurable: NPS rose more than 10 points, ACSI climbed 7%, topline sales grew by more than $1 billion per year for three years, company stock surged ~140% and EPS increased substantially—outcomes Macy’s credits to Medallia’s ability to provide fast, actionable customer insight.

Macy's

Terry Lundgren

CEO