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Customer centricity is the idea that organizations should not only serve their customers, but also get “close to them” —... View Article
I spend a lot of time with client organizations that have invested both time and resources into mapping their customers’... View Article
The corporate world is very excited about the promise of improving customer experience, with an eye toward creating better financial... View Article
Dealership in-store digital video is nothing new. But what’s new about the recent announcement from General Motors is the potential for... View Article
A colleague of mine was giving a presentation on their approach to journey mapping, explaining the process, from initial scoping... View Article
A few months ago at a sales training I was giving, I talked about our offering of “Brand Defector Research”... View Article
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
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.
We have too many awards. Having been around the industry for over 25 years I have seen the number... 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.
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.
This post comes from chapter 8 of MaritzCX’s new book, Customer Experience is Your Business. Download the free ebook here. When... View Article
Companies that implement customer engagement or customer experience programs must know the foundational factors that create a customer centric culture, such as great leadership and targeted communication. However, knowing where you are going and what success looks like for your company, and your business objectives are just as important as the foundational activities.
Let me make a suggestion right out of the gate. While many customer experience practitioners have readily adopted customer journey... View Article