Industry Spotlight: Improving Patient Satisfaction Scores and Employee Engagement in a Hospital Environment

When it comes to customer and employee engagement, very few environments require the same level of engagement as that of a hospital, which is in the business of taking care of people. In this environment, where patients are in pain, worried, stressed and/or in need of care and compassion, the most important thing they need in addition to medical care is a sympathetic and engaged care giver. So, to be effective, hospitals must have engaged employees, as their reputation and revenues - and their ability to mitigate risk - depend on it.

October 28, 2008 By: CX Café Team

Customer Engagement Best Practices: The Five Things That Successful Companies Do… p.5

The focus of our products and services is on helping companies to improve their customer and employee feedback initiatives. As we have worked with our customers, we have identified five things that make them successful. Below is a recap of the first four best practices: They collect more feedback. They are willing to quantify engagement. They look beyond the tools and technology that help them to better understand engagement levels. They focus on the benefits of engagement to the company.

October 12, 2008 By: CX Café Team

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

Customer Engagement Best Practices: The Five Things That Successful Companies Do… p.4

As we have worked with organizations to help them improve their customer and employee feedback initiatives, we have identified five most common things that make them successful. Developing an effective customer engagement program will take some investment in terms of time, energy and resources. The benefits of the program far outweigh these investments as we have learned from our research on the economics of engagement.

September 16, 2008 By: CX Café Team

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 Engagement Best Practices: The Five Things That Successful Companies Do… p.2

This is part two of a five part series on customer engagement best practices. 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. It is important to be able to quantify engagement for a number of reasons. Most importantly is by understanding where you stand with your customers—i.e. how many are engaged, disengaged or on the fence.

July 8, 2008 By: CX Café Team

Customer Engagement Best Practices: The Five Things That Successful Companies Do… p.1

As we have worked with these companies that span size and industry, we have identified five common things among successful companies as it relates to engagement. Over the course of the next five issues of the Allegiance newsletter, we will reveal what these five common things are and provide some insight into why they are so important to business today. Companies have replaced their paper-based or other traditional feedback mechanisms with automated, online solutions from Allegiance. Now, customers and employees have a convenient and confidential solution for submitting their feedback, and these companies are able to better manage, measure and quickly act upon the feedback they receive.

June 17, 2008 By: CX Café Team

The Right Sized Survey

The average marketing manager should be able to put together a good survey. However, somehow this is not happening as often as one would expect. This article offers insights on how to make this process easier.

October 25, 2007 By: CX Café Team

The Basics: Customer Surveys

If your company would like to know the needs and desires of its customers, then conducting a customer survey is one of the best tools to use. Here are 3 areas of customer survey which are all essential for your company to know.

August 15, 2007 By: CX Café Team

The Right CRM & EFM Software – Key to Your Success

Keeping tabs on customer information is an important piece of your company's operations. As such, Enterprise feedback management (EFM) and Customer Relationship Management (CRM) solutions are equally important to the success of your company. And this article explains why.

August 8, 2007 By: CX Café Team

Gutenberg 2.0

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

October 7, 2015 By: Dave Fish

The Other Half of the CX Glass

  “When I did good, I heard it never. When I did ill, I heard it ever.” This was the idiom on a placard that hung on my grandmother’s kitchen wall for over 30 years.... View Article

September 21, 2015 By: Dave Fish