Customer Satisfaction, Loyalty and Engagement

What You Need to Know to Take Your Customer Relationships to the Next Level. Maintaining a steady customer base is crucial to growing a business. And a key factor in achieving that goal is improving customer satisfaction, loyalty and engagement. But the question is: Where do you start?

July 7, 2009 By: CX Café Team

Employees and Partners: A Treasure Trove of Innovation

It’s great to focus on understanding the strength and robustness of your relationship with employees and partners, but guess what? Your employees and partners are brimming with customer and market insights just waiting to discovered. Thanks to living day-to-day on the front line, these allies are sources of product and service improvements and innovations. Chances are your employees and partners are chomping at the bit to share their market insights with you.

October 10, 2012 By: ,

Persuasive Survey Design

While browsing entertainment options on a 10-hour trans-Atlantic flight, I spotted a “feedback survey." Unfortunately, the feedback process quickly went downhill with too many clicks, questions I did not understand, and a lengthy feedback form. The designers of the form had failed to consider the feedback process from the respondent’s perspective. In my chapter Persuasive Survey Design in Allegiance’s book, Delivering Customer Intelligence, I discuss in detail how good survey programs designed from the respondent perspective can lead to higher response and completion rates and provide a more engaging, user-friendly experience.

October 24, 2012 By: Tulsi Dharmarajan

3 Must-Dos To Make Your VoC Program Stick

Most companies still haven’t developed a mature enough understanding of CX or mature enough CX practices to keep the discipline alive when today’s hype dies down. But we can still do a number of things to help secure the future for the sake of our customers, our companies, and our careers. Here are three approaches that VoC practitioners in particular need to pursue to make their programs stick.

June 12, 2012 By: Andrew McInnes

Congrats To Jennifer Beyer, Forty Under 40

The Utah Business Forty under 40 is a highly selective annual program recognizing Utah's rising stars - professionals under the age of 40 who have demonstrated exceptional leadership qualities. Program nominees are judged on leadership ability, community involvement, notable achievements, business and personal philosophies and the benefits they have brought to Utah’s business community. Congratulations to our very own Jennifer Beyer, Vice President of Best Practices, for being nominated and and then chosen to receive this prestigious award.

March 1, 2013 By: Chris Cottle

Why Should Your Bank Improve CX? $12.5m in Acquisition from Referrals (Part 2 of 3)

Allegiance has been tracking banking customer experience (CX) since 2007 as part of our Pulse of America benchmarking service. The resulting dataset tells us all kinds of interesting and useful things about the state of the industry. This is the second in a series of posts in which I share tidbits of insight to help practitioners make the business case for improvement. I shared the details of the retention increase in my last post. Here are similar details for referral-based acquisition:

July 3, 2013 By: Andrew McInnes