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.
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.
Customer loyalty is built on customer relations. The front desk clerk, the counter clerk or even the security guards can... View Article
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.
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.
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Recently I completed a customer satisfaction survey for United Airlines after a particularly bad experience even by airline standards. I actually... View Article
Last New Year’s, I wrote a blog post entitled, “All Your Customers Want for the New Year is a Good... View Article
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.
New distribution channels in the automotive industry and its impact on customer satisfaction surveys
The customer base in the automotive industry is changing at a faster pace than ever before. For a few years... View Article
Most comprehensive customer experience programs are made up of several different types of studies, the two most common of which... View Article
From time to time customer experience managers will hear the following questions from their internal clients: “Is our response rate... View Article
US customers have higher expectations than UK ones, and US companies have been quicker to adopt customer experience platforms and... View Article
Customer centricity is the idea that organizations should not only serve their customers, but also get “close to them” —... View Article
This post comes from chapter 8 of MaritzCX’s new book, Customer Experience is Your Business. Download the free ebook here. When... View Article
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.
Commonly Asked Customer Experience Questions Part 1: How Do I Increase Response Rates? Should I Shorten My Survey?
This is the first part of a three-part blog series. It is December and that often means looking back over... View Article
Most of us intuitively know that bringing together data from multiple sources or taking a multi-faceted approach to answering a... View Article
Have you ever wondered how important digital interactions are to the customer experience in financial services? According to PWC, more... View Article