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

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

Customer Engagement Roadmap: How Will We Know When We Get There?

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.

September 26, 2012 By: