Allegiance Engagement & Loyalty Blog

Do you know why your customers really buy?

Chris Cottle — Tue, 31 Aug 2010 21:51:42 +0000

Too many businesses focus solely on the minds of customers and forget the importance of connecting emotionally – to customers’ hearts. What drives their passion, loyalty and engagement? Customers make decisions about staying or leaving a business relationship based upon a multitude of factors – and attitude and emotion play major roles. By collecting feedback in real time, and at all possible customer interaction points, a company can learn firsthand what customers think when interactions happen and why customers become emotionally charged.

Are You Benchmarking? Or Are You Living in a Bubble?

Annette Gleneicki — Tue, 24 Aug 2010 15:20:20 +0000

It’s important to put all of VOC scores and feedback into the broader context – how well do you do stack up against your competitors? I’m talking about benchmarking, which means making comparisons to help you understand the perception of your business relative to the competition in the minds of your customers.

The Importance of Employee Engagement

Dr. Rhoads — Mon, 16 Aug 2010 23:18:09 +0000

Engaged employees contribute to the bottom line. As their engagement is reflected in their service to customers, they are helping to create more loyal customers. Highly engaged customers buy more products, refer potential customers to a company, stay longer and give more feedback, which, in turn, gives companies the opportunity to address issues and concerns and preserve potentially lost revenue.

Are You Delivering on Your Brand Promise?

Annette Gleneicki — Mon, 09 Aug 2010 23:23:26 +0000

A brand promise is the expectations you set with your customers. It’s a combination of the brand purpose and the reality of what the brand can deliver. It defines the benefits a customer can expect to receive when experiencing your brand – at every touchpoint. Customers will select your brand because they know that, every time they choose your brand, they will have the same experience.

Importance of Executive Buy-In – and How to Get It

Bret Butler — Mon, 02 Aug 2010 15:11:09 +0000

Getting executive buy-in is crucial to any successful VOC program. Here are three main points to keep in mind when working with your executive team.

Employee Satisfaction Surveys – Should Managers Be Rewarded on Results?

Annette Gleneicki — Mon, 19 Jul 2010 15:08:03 +0000

For any VOC initiative, it is just as critical to conduct employee surveys as it is to survey customers. Employee engagement drives customer engagement, and without understanding the hearts and minds of your employees, your VOC initiative will be incomplete.

Transaction Surveys – The Basics

Greg Heaps — Mon, 12 Jul 2010 14:39:48 +0000

Transactional surveys are a great way to capture customer feedback immediately following a transaction or event. Companies can use them to gain a better understanding of a customer’s experience and perceptions of service quality.

Customer Experience is Here to Stay

Chris Cottle — Tue, 06 Jul 2010 14:21:15 +0000

Companies can no longer buy customer loyalty and assume customers will stay. It is easy for customers to “click away” and buy from another vendor. Customer Experience Management is now a formal process that involves multiple processes and departments. It requires the mapping of customer touchpoints, and combines operational and CRM data with customer service and marketing information.

Who Needs More Data?

Adam Edmunds — Wed, 23 Jun 2010 15:26:29 +0000

Most companies with Voice of the Customer programs are struggling to gain insights from survey and feedback data. The right technology is ideally suited to bring all VOC and operational data together, to easily pinpoint relevant trends, and to reveal actionable insights.

Social Media: Ready… Fire… Aim

Jeff Olsen — Wed, 16 Jun 2010 00:56:35 +0000

As companies begin to embrace social media, many are using a ‘ready, fire, aim” approach. Companies should first create clear policies and determine if and how they will respond and what they intend to do with the feedback data.