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:

Customer Care and the Flight of the Ostrich

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.

February 26, 2009 By:

Increasing Employee Loyalty in a Down Economy

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.

February 17, 2009 By: Kyle LaMalfa

Measuring Customer Satisfaction and Loyalty

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.

February 10, 2009 By: Alan Bainbridge

Community – Items to Consider before Diving Into this New World (Part 2 in a Series)

The hot new word on the street is "Community.” (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.

February 2, 2009 By:

Barack Obama’s Election Showcases the Power of Engagement

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.

January 27, 2009 By:

Employee Engagement: An Essential Ingredient for Business Success

There is a direct connection between employee engagement and customer engagement, otherwise known as "The Spillover Effect”. 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.

January 20, 2009 By:

Community: Items to Consider Before Diving Into this New World (Part 1 of a 2-part Series)

The hot new word on the street is "Community.” (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.

January 12, 2009 By:

Holding On to Customers During Tough Times

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.

December 8, 2008 By:

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.

November 29, 2008 By: CX Café Team

Increasing Employee Engagement & Productivity in the Current Economic Climate

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:

November 24, 2008 By: CX Café Team

Engaging and Retaining Customers during Tough Economic Times

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?

November 11, 2008 By: CX Café Team

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