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I wore something pink for the entire month of October. Mostly it was pink shirts, but I mixed in pink... View Article
The real value of customer experience programs is not in gathering customer feedback, but in putting the voice of the... View Article
Let’s be honest, taking the time to do an accurate, quality job of mapping your customer’s journey – well, it’s... View Article
Customers love a company because they perceive value in their interactions with its people, products, and services. As customer experience... View Article
Regardless of where you work or how long you have been with a company, most of us have experienced a... View Article
Few events in world history compare to the excitement surrounding the discovery of California gold by James Marshall, in January of 1848. The famous discovery... View Article
Recently I completed a customer satisfaction survey for United Airlines after a particularly bad experience even by airline standards. I actually... View Article
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?
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.
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.
I shared the details of the retention and acquisition increases in my last two posts. Here are the details for share of wallet...
The average age of a life insurance agent today is 57. While it’s reassuring to know that it’s an industry... View Article
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.
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.
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: