Allegiance Blog

There are many formal definitions of customer experience methods, programs and activities. The simplest is a systematic approach to discover and improve areas where customer interact with a business, and that, when considered collectively, create an overall level of satisfaction, perceived value and engagement with a business. A program is more than a tool used […]

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Angela Ahrendts, former CEO of Burberry and newly appointed senior vice president of retail and online stores for Apple said, “Everyone talks about building a relationship with your customer. I think you build one with your employees first.” Some businesses are so consumed by consumer trends and behavior that they overlook one of their most […]

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Attributes Of A CX Leader

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Last month the article “5 Traits of Successful Customer Experience Leaders” was featured in the Yahoo! Small Business Advisor. In short, these traits are: flexibility, business acumen, instinct, communication prowess and empathy. Similarly, customer experience leaders utilizing big data share a number of the same attributes, as well as other key traits. These people are […]

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(Allegiance is pleased to feature this guest blog from Chris Clegg at Portland Marketing Analytics.)   I had the opportunity to speak with a communications company yesterday who is looking to develop a Voice of the Customer (VoC) program. They were looking for top-line direction around how to think about the VoC research in general […]

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A few weeks ago we fielded a Benchmark Survey to put the results of our new online VoC Program Effectiveness Assessment in context. The survey yielded a number of interesting insights about current VoC programs and how they’re performing. Here we’ll take a look at the value programs deliver (see chart below). Not surprisingly, the […]

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As we’ve discussed here before, we recently fielded a Benchmark Survey to put the results of our new online VoC Program Effectiveness Assessment in context. The survey yielded a number of interesting insights about current VoC programs and how they’re performing. Here we’ll look at how well firms have adopted various known best practices. Perhaps […]

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The answer is, unfortunately, pretty inconsistently. As discussed in the most recent post, we recently fielded a Benchmark Survey to put the results of our new online VoC Program Effectiveness Assessment in context. The survey yielded a number of interesting insights about current VoC programs and how they’re performing. Here we’ll look at how well […]

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Voice of customer (VoC) and customer experience (CX) practitioners often ask, “How good is our program?” To help with this need Allegiance has created the new VoC Program Effectiveness Assessment to help you find an answer. The simple online tool walks you through a series of questions about your program and then, assuming you provide […]

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Empathy for Comcast

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How to avoid being the next viral customer experience nightmare.   Poor Comcast. No doubt you’ve heard about their latest customer service fiasco. They have some stellar offerings and great technology–it is unfortunate that they should be punished so harshly for another customer experience mistake. But the truth is, this sort of thing seems to […]

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Fireworks are a prominent part of celebrating Independence Day in America. Last week my family stayed in a small town for the holiday and I was blown away by the patriotism displayed by the mere 3,500 residents. The main road in and out of town was shut down for a parade honoring those who defend […]

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