Editorial Board   Guest Author

Mr. Earwaker

Steve Earwaker

Vice President, Medallia, Inc.

Steve Earwaker is Vice President and a member of the executive team at Medallia, Inc., a Customer Experience Management (CEM) provider headquartered in Palo Alto, CA. An expert in CEM solutions, he has overseen the development of Medallia’s customer experience measurement and management solutions in hospitality, financial services and business-to-business. Recently, he has been leading the company’s global expansion efforts. Over the past decade, Mr. Earwaker has worked with many of the global top-ten hotel companies, helping them design, deploy and manage customer experience measurement and loyalty tracking systems. His background in enterprise software, statistical analysis and advanced marketing research solutions has provided additional value in developing these programs. Mr. Earwaker has a unique ability to simplify and apply customer insights to address strategic business problems, and years of experience applying this knowledge to bring value to leading global brands. He also led the design and development of Medallia’s competitive tracking for the hotel industry, the Consumer Hotel Usage and Behaviors product offering. This continuous tracking program follows the consumer usage and loyalty of 80 competitive hotel brands and offers on-demand analysis and insights. Mr. Earwaker has a unique combination of skills and experience: a strong academic and operational foundation in consumer research, two decades of experience applying that knowledge commercially, and an understanding of how to leverage technology to improve customer loyalty and drive bottom-line ROI. Prior to Medallia, Mr. Earwaker held leadership positions at several enterprise software and consumer research companies, where he developed large customer satisfaction and loyalty tracking programs for Fortune 100 clients in automotive and financial services industries. An early adopter of online research techniques, he pioneered the implementation of online customer satisfaction research, online conjoint/pricing, online product concept testing, and online market segmentation research. Mr. Earwaker is a certified customer experience management professional (GCEM certification), a certified market research professional (CMRP designation), and a formally trained survey researcher. He holds a Masters degree in Statistics from the University of Waterloo.

Mr. Earwaker can be contacted at 650-321-3000 or info@medallia.com

Coming up in March 2018...

Human Resources: Value Creation

Businesses must evolve to stay competitive and this is also true of employment positions within those organizations. In the hotel industry, for example, the role that HR professionals perform continues to broaden and expand. Today, they are generally responsible for five key areas - government compliance; payroll and benefits; employee acquisition and retention; training and development; and organizational structure and culture. In this enlarged capacity, HR professionals are no longer seen as part of an administrative cost center, but rather as a member of the leadership team that creates strategic value within their organization. HR professionals help to define company policies and plans; enact and enforce systems of accountability; and utilize definable metrics to measure and justify outcomes. Of course, there are always new issues for HR professionals to address. Though seemingly safe for the moment, will the Affordable Care Act ultimately be repealed and replaced and, if so, what will the ramifications be? There are issues pertaining to Millennials in the workforce and women in leadership roles, as well as determining the appropriate use of social media within the organization. There are new onboarding processes and e-learning training platforms to evaluate, in addition to keeping abreast of political issues like the minimum wage hike movement, or the re-evaluation of overtime rules. Finally, there are genuine immigration and deportation issues that affect HR professionals, especially if they are located in Dreamer Cities, or employ a workforce that could be adversely impacted by federal government policies. The March Hotel Business Review will take a look at some of the issues, strategies and techniques that HR professionals are employing to create and sustain value in their organization.