The old saying about a picture being worth a thousand words is true, a picture provides an additional “sense” of... View Article
I will never forget it. This prospective customer was so excited to show it to me. He had hired a... View Article
For many business-to-business (B2B) companies, relationships with customers are ongoing, which gives these companies the opportunity to improve on relationships... View Article
We hear a lot about treating employees as you would your best customers. There is a wealth of research pointing... View Article
As I was wrapping up my workday on Friday afternoon, I got a call from my cable company which... View Article
You may have read our previous blog about the basics of customer journey mapping. Now we are going to answer the commonly asked... View Article
Today’s connected world and ever-present technology have changed the way we think about engaging with companies. Whether you’re a major... View Article
We have put together a list of five best practice solutions to help companies avoid the most dangerous pitfall of... View Article
A typical Saturday morning starts with our routine. Get up early, get out of the house shortly after 8, and... View Article
Allegiance has worked with thousands of companies helping them to deploy customer and employee feedback systems. As we have worked with these various successful entities, we have identified five common things that each of them do as it relates to engagement. First, they collect more feedback from more customer interaction points, and second they work to quantify engagement. You have to be able to understand and know what to do with the information you collect. Once you recognize how employees and customers are feeling about your business; once you start to observe trends, whether in a particular employee, branch, policy, manager, etc.; then you also need to know how to take action and implement change.
The brand promise is the expectation that you set about your brand with your customers. Each of your touchpoints reinforces and fulfills the brand’s promise. Creating a customer interaction map forces you to think about the customer lifecycle and to consider or visualize the experience at each touchpoint – and ultimately, it identifies where the brand promise is broken.
This is part two of a five part series on customer engagement best practices. Allegiance has worked with thousands of companies helping them to deploy customer and employee feedback systems. As we have worked with these various successful entities, we have identified five common things that each of them do as it relates to engagement. It is important to be able to quantify engagement for a number of reasons. Most importantly is by understanding where you stand with your customers—i.e. how many are engaged, disengaged or on the fence.
You have a well-designed, comprehensive feedback program in place, with several gigabytes of data on employee and customer satisfaction, loyalty and engagement. Now is the time to maximize the actionability of your VOC (Voice of the Customer) and VOE (Voice of the Employee) initiatives and optimize the ROI realized from your feedback program.
When sales and marketing professionals hear the words "customer feedback," most tend to think of colleagues who spend their time in statistical analysis and tracking customer satisfaction scores. But as customer feedback tools give way to the more sophisticated technologies of customer intelligence (CI), we believe that many will start to use CI and its insights to drive sales and improve marketing campaign ROI.
As we have worked with organizations to help them improve their customer and employee feedback initiatives, we have identified five most common things that make them successful. Developing an effective customer engagement program will take some investment in terms of time, energy and resources. The benefits of the program far outweigh these investments as we have learned from our research on the economics of engagement.
Uncovering Revenue and Growth Opportunities, and Gaining a Competitive Edge in a Down Economy: A Q&A with Allegiance Best Practices Consulting Team
Company growth and profits are directly tied to customer and employee engagement. And no matter what the state of the economy is, there are always opportunities for growth for businesses that stay focused. But with so much to do these days, where do you start? Greg Heaps, VP of Professional Services at Allegiance, and Kyle LaMalfa, Best Practices Manager and Loyalty Expert at Allegiance, offer insights on how to uncover revenue and growth opportunities and gain a competitive advantage, even in the current economic climate.
Toward the end of February Joseph White of the Wall Street Journal posted the article ‘New Efforts to Shorten the Car-Buying Process.’... View Article
Last month we wrote about the role of management in employee engagement and just how important it is to cultivating happier employees. We emphasized the importance of finding good people to manage who will help influence positive employee engagement, which will ultimately lead to direct, positive impacts on customers. This month's article will focus on the five steps to predictive analytics. To tap into the power of analytics, companies should begin with leading indicators and business outcomes and end with the voice of the customer.
We have too many awards. Having been around the industry for over 25 years I have seen the number... View Article
Most companies collect some sort of customer or employee feedback data. But once they collect this data they often ask: What do I do with the data now that I have it? How can we make the best use of it?
In a new white paper titled “Retaining Customers in Tough Economic Times”, Kyle LaMalfa, Allegiance Best Practices Manager & Loyalty Expert, offers 9 tips for succeeding at customer retention in a marketplace that doesn’t follow traditional rules.
While many business managers see only doom and gloom ahead, some are focusing on a new way to unlock a prosperous future - even in a tough recession. Through the game-changing principle of engagement, companies can learn to use technology and best practices to extract new revenue from their existing customer base.
Many people think that surveys are just a bunch of questions, but they're not. Every survey is a culmination of a challenging seven-step process. And here are some steps to follow to improve your surveys.