Some organizations don't exactly bury their heads in the sand when it comes to customer care--they just run away or abandon an avenue for customer feedback. However, when customers complain, it's one of the best opportunities to increase their loyalty and engagement--as long as the company that the customer is dealing with responds promptly and positively to their complaint. But to do so, you have to provide your customers with as many options for communicating with you as possible. Read this blog post to learn more.
A survey recently conducted by Towers Perrin, a global professional services firm, reveals that the current economic environment is stirring widespread anxiety among U.S. employees about their job security. This blog talks about some of the most important things that companies can do to increase their employee productivity and loyalty in this environment.
There are a number of well known and popular ways that companies try to measure their overall customer satisfaction and loyalty. Traditional, overall satisfaction questions are still widely in use and provide a good idea of overall customer sentiment. However, they're typically only a stepping stone on the way to engagement. And this blog entry explores why.
The hot new word on the street is "Community.â€ (A virtual community, e-community or online community is a group of people that primarily interact via communication media such as newsletters, telephone, email, online social networks or instant messages rather than face to face, for social, professional, educational or other purposes). One could say that we have reached the tipping point where companies must incorporate communities into their marketing communication and public relations strategy. But before you do, here are some items that you may want to consider before diving into this brave new world.
Barack Obama's recent election and transition to the White House has been interesting to watch, not just for the traditional and historic reasons, but also because of the powerful example that it provides of how loyal and engaged people can help spread the word to others and actively promote an organization and/or individual. Read this article to find out why and how.
There is a direct connection between employee engagement and customer engagement, otherwise known as "The Spillover Effectâ€. In this blog post, Dr. Gary Rhoads, Allegiance Loyalty and Engagement Expert, discusses this link, and some research that shows why and how the work environment, combined with employee attitudes, can have a significant impact on a customer's perception of quality.
The hot new word on the street is "Community.â€ (A virtual community, e-community or online community is a group of people that primarily interact via communication media such as newsletters, telephone, email, online social networks or instant messages rather than face to face, for social, professional, educational or other purposes). One could say that we have reached the tipping point where companies must incorporate communities into their public relations strategy. But before you do, here are some items that you may want to consider before diving into this new world.
Preparing your survey data for analysis can be a messy process. But it needn't be. In this article, Allegiance unveils a tried-and-true, five-step process for cleaning up your survey data.
Response rates to e-mail surveys can sometimes be low. Here are some tips for improving them.
In the current economy, there is a very real and growing concern about how to gain and to keep customers. In stressful times such as these, many companies tend to pull away from their customers, and may even cut back on 'satisfaction and loyalty' programs to try and improve their bottom line. This, unfortunately, is a mistake because it cuts at the very heart of what we all need to be doing during this time — engaging customers to the point that they are willing to ride out tough economic times with us, rather than viewing us as yet another business that really doesn't care about its customers.
Survey Abandonment is like Death to a Researcher – Upshot: Put High-Abandonment Questions at the End
Have you ever noticed that more people start your online surveys than finish them? It’s like they start clicking through... View Article
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.
There is a real sense of fear in the banking industry right now, and at the 2008 BAI Retail Delivery... View Article
In tough economic times, improving your employees’ morale and increasing their engagement and productivity is critical, as every resource counts and your employees can have a big impact on your customers’ experiences. But in times like these many business leaders wonder: how can we keep employees motivated, passionate and engaged – in other words, productive – in an environment where we’re asking them to do more with less and/or have recently had to downsize our company? To help you get started, following are nine tips for increasing employee engagement and productivity in tough economic times:
One of the most important lessons that Enron, WorldCom and the recent financial/Wall Street meltdown has taught us is just... View Article
In tough economic times, the decisions that businesses make can literally mean the difference between success and failure - especially when it comes to retaining their customers and engaging new ones. But how, you may ask, does a company retain its customers and attract new ones in the current economic environment?
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.
Here at Allegiance, we spend a lot of time talking to customers and potential sales prospects about engagement. But if... View Article
The Silver Lining for Businesses: Increase Your Profits and Preserve Your Marketing Budget by Moving Your Swing Group Customers to Your Engaged Group
Research conducted by Allegiance reveals that companies typically have three types/groups of customers. These are: Engaged, Disengaged and Swing. Obviously, engaged customers are the best customers because of the strong emotional connections that they have to a company, and their genuine willingness to assist a company in improving its customer experience.
The genius of Johannes Gutenberg’s printing press was in its ability to radically increase the distribution of information. No longer were scribes required to hand transcribe documents, complete with errors. Information could now be quickly and flawlessly mass produced. It was a radical innovation in information distribution, and arguably the beginning of the information age.... View Article
As in millions of other households, the start of September brings the groans from my kids, who have to start waking... View Article
The Allegiance Engage Summit 2010 will be held on May 16 – 19, 2010 at the Chateaux Resort at Silver Lake in Deer Valley, Utah.
More people in today’s world have smartphones than have toothbrushes. In many developed countries, smartphone penetration is at or above... View Article
At the recent Frankfurt Motor Show I had a chance to sit down with Karl Schlicht, EVP Toyota Motor Europe... View Article
Employee Engagement is a concern for any organization worried about customer retention and employee productivity . Companies want to know... View Article