The VOC, CRM, & CEM Convergence

At the Gartner CRM conference, presenters discussed the convergence between CRM, marketing, voice of the customer (VOC) and customer experience. There’s no doubt that business leaders are getting more savvy, but so is the technology. And, as business practitioners, we have the opportunity to use advanced technology to accomplish things that we have wished would happen for years. In the end though, the "raising of the game" by all practitioners and leaders must happen, too.

September 15, 2009 By: Chris Cottle

Video: Voice of the Customer & Customer Retention

In two new videos, industry experts highlight the importance of not only listening to customers via a formal voice of the customer (VOC) program , but also increasing customer retention efforts.

September 11, 2009 By:

Customer Feedback Part 2: It Pays to Listen

In this blog post, the author discusses how if you listen to customer feedback, it can show you where and how to gain a competitive advantage, and even improve your customer loyalty and engagement.

August 24, 2009 By:

Twelve Qualities of Good Survey Questions

Surveys are a great way to collect information about people's perceptions, opinions, thoughts, attitudes, etc. However, the trick is making sure that you're asking your questions the right way in order to get the data that you need, as well as ensuring that the people who take your survey will all interpret your survey questions the same way. To help you get started, below are 12 qualities of good survey questions to keep in mind when writing your surveys.

August 8, 2009 By: CX Café Team

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

Customer Feedback: The Key to Creating More Value

In the work that we do here at Allegiance, we occasionally come across a company that is afraid to ask for or collect feedback from their customers or employees. Learn why collecting customer feedback is crucial to creating more value for your customers.

July 2, 2009 By:

The Voice of the Customer & The OODA Loop

Bob Caruso, Managing Director, Endeavor Management, recently gave a presentation on the "Voice of the Customer (VOC) Initiative Success: Win Friends and Influence the C-Suite and Board." As part of this presentation, he shared insights about how successfully defeating the opposition relates to The OODA Loop, a military strategy initially developed by Colonel John Boyd, a U.S. Air Force fighter pilot and military strategist. Read the full blog to learn more.

June 17, 2009 By:

Predictive Analytics: Success Tips

Dr. Gary Rhoads, Loyalty Expert and Co-Founder of Allegiance, offered the following "Five Easy Steps to Predictive Analytics: A Top Down Business Outcome Approach" during the online Engage eSummit. Read on to learn more about these five steps.

June 16, 2009 By:

Customer Delight: 5 Tips for Doing it Right

Gary Tucker, SVP and General Manager of JD Power and Associates, offered five tips in his Engage eSummit session on the importance of delighting your customers in the current economic environment. Read on to learn more about these five tips.

June 16, 2009 By:

Charting Your Customer Loyalty Course

Every organization should have a clear picture of the attitude of their audience(s) toward their organization, and the satisfaction of mutual transaction points, as well as insights into where improvements could be made to positively improve that attitude and satisfaction. The means we use (Enterprise Feedback Management (EFM) technology, people, and processes) to get to what should be our end (better business) are essential to our success in reaching that end. If we choose the wrong technology, fail to allocate the proper resources, and ignore how the technology and people interface with our processes, we will end up horribly off course.

April 7, 2009 By:

Nine Steps for Collecting Customer Feedback and Using that Feedback to Your Advantage

In the past, companies primarily collected feedback from customers in order to identify and solve customer problems, keep tabs on call center agents, and make some adjustments to their business. However, today, thanks to new feedback management technologies, many companies are now actively soliciting and using customer feedback to monitor and improve their business's performance, uncover new opportunities for growth, identify emerging trends, refine internal processes, and chart a course for their business—one that's much more tailored to their customers' needs.

March 21, 2009 By:

EFM Market Growing

The Enterprise Feedback Management (EFM) market continues to grow, even amidst the current economic environment. The underlying cause of this growth appears to be increased customer retention through real-time voice of the customer (VOC) programs. And there was certainly a lot of talk about this at the recent Gartner CRM conference in London. The fact that this is being talked about so much is evidence that the market has matured significantly in the past 12 months. The author of this blog, Chris Cottle, VP of Marketing for Allegiance, believes that the next big step for VOC programs will lie within the analytical side. Read this blog to find out why and also learn more about what this side will mean for businesses.

March 17, 2009 By: Chris Cottle

Ten Tips for Getting Better Survey Data Results

In nearly every survey project, three questions inevitably come up: Whom do I need to survey? How do I know if I’m surveying the right people? And how many survey responses do I need to ensure that my survey results will be accurate? These are all very worthy questions. And to help you answer them, following are ten tips for developing and conducting a survey, as well as getting better survey data results...

March 5, 2009 By: Kyle LaMalfa

Credit Unions Brace for Financial Assessment; Look for Ways to Do More with Less

The National Credit Union Association (NCUA)'s Corporate Stabilization Program will have a significant impact on credit unions. There will be a cost to every credit union, but no one yet knows exactly how much or how many times credit unions will be asked to contribute. At some level the challenge facing credit unions is the same challenge we are all facing: How can we get by with less? Read this article to learn about at least one way to make that happen.

March 4, 2009 By:

Twelve Qualities of Good Survey Questions

Surveys are a great way to collect information about people's perceptions, opinions, thoughts, attitudes, etc. However, the trick is making sure that you're asking your questions the right way in order to get the data that you need, as well as ensuring that the people who take your survey will all interpret your survey questions the same way. To help you get started, below are 12 qualities of good survey questions to keep in mind when writing your surveys.

August 8, 2009 By: CX Café Team