Customer Engagement Best Practices: The Five Things That Successful Companies Do… p.3

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.

August 21, 2008 By: CX Café Team

Customer Interaction Maps: Plotting the Customer’s Journey

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.

October 18, 2010 By: Jeff Olsen

Customer Engagement Best Practices: The Five Things That Successful Companies Do… p.2

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.

July 8, 2008 By: CX Café Team

Linking operational data with survey data

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.

September 27, 2010 By:

The Growing Role of Customer Feedback in Marketing and Sales

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.

March 3, 2011 By:

Customer Engagement Best Practices: The Five Things That Successful Companies Do… p.4

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.

September 16, 2008 By: CX Café Team

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.

November 29, 2008 By: CX Café Team

Predictive Analytics and Engagement – p.4

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.

October 4, 2008 By: CX Café Team

The Secret to Accelerating Growth in a Bad Economy

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.

January 27, 2010 By: Chris Cottle

Survey Design — Begin with the End in Mind

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.

November 10, 2008 By: Kyle LaMalfa