Re-engaging Employees after a Layoff

Many companies have gone through a reduction in force (RIF) recently (i.e. organizations have reduced staffing by nearly 5 million in the past 7 months!), and are now in the process of dealing with all of the changes forced by the RIF. Here are three tips for reengaging and protecting your talent pool.

November 16, 2009 By:

Voice of the Employee: Key to Business Survival

This blog post discusses the results of a quantitative survey that Allegiance recently conducted with voice of the employee (VOE) practitioners, including human resource vice presidents, directors and managers, as well as other HR-related titles. It also talks about why, in order for companies to create and maintain a sustainable competitive advantage once they economy rebounds, they not only need to be actively listening to their employees now in real-time to address and resolve any concerns that they have, but also start putting some strategic measures in place to retain their best and brightest employees.

November 11, 2009 By: Chris Cottle

VOC from the Front Lines

At a recent luncheon with Voice of the Customer (VOC) practitioners in Atlanta, the author of this blog, Matt Bowman, director of campaign marketing for Allegiance, noticed a few trends emerging from the conversation. This blog discusses those trends and also provides some insight on why those topics have emerged as "top of mind" items with today's VOC practitioners.

October 28, 2009 By:

Retaining Customers & Growing Customer Advocacy

A new research report from industry analyst firm Aberdeen Group called "Customer Experience Management: Engaging Loyal Customers to Evangelize Your Brand" reveals how organizations that achieve superior performance in customer retention and customer satisfaction grow and harvest customer advocates. In this blog post, the author shares some of the key findings from the report, and also discusses the role that customer feedback plays in these initiatives.

October 12, 2009 By:

Rebuilding Customer Trust

Trust is at the core of every relationship. In the aftermath of the economic crisis, our common challenge in bringing business relationships out of the proverbial tank and back into the light is renewing a level of trust with our customers, employees, and shareholders. Here are three tips on how to do that.

September 22, 2009 By:

Customer Loyalty & the Banking World

Everyone who's been watching TV or reading the news lately knows that banks have certainly had their fair share of challenges lately. But what's been interesting to watch is how those challenges and the fall out from big bank failures and the economic crisis have impacted bank and credit union customer loyalty and engagement levels.

September 17, 2009 By:

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:

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