Allegiance Blog

At VoCFusion 2014 in Las Vegas, attendees came from as far away as India and from all types of businesses to gain new perspectives and share best practices about their customer experience programs. Allegiance CEO Carine Clark started the day by expanding on the theme of this year’s event — turning data into happy customers and employees. Data is plentiful and everywhere. Walmart, for example, collects 2.5 petabytes of data each hour. Companies that can put that data to work to improve the customer experience will be the winners.

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The leaders we talk with often ask how good their voice of customer (VoC) programs are and how they compare to those of other firms. Those are natural questions. To help answer them, we created a new VoC Program Effectiveness Assessment. It has some basic similarities to other self-assessments out there, in that it gives […]

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The Olympics, summer or winter, is something that garners worldwide interest and support. The official motto, Citius, Altius, Fortius, is a Latin expression meaning “Faster, Higher, Stronger” and represents the lofty aspirations of all the athletes competing. Last year at our VoCFusion conference we were privileged to hear from Olympic gold medalist Rulon Gardner. The […]

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What You Don’t Know

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We’ve all heard the phrase “What you don’t know can’t hurt you,” and we’ve probably just as often refuted its assertion. There are plenty of reasons why the unknown can hurt us. The following example effectively demonstrates this. I was recently on a call with a company that was looking at their Net Promoter Scores […]

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70% of workers are disengaged. Yep, it’s true according to Gallup’s latest study. How much do you think this costs your company? Up to 35% of payroll some say. Put a pencil to that and hear yourself gasp. Gallup says $450 – $550 Billion a year in the US alone. Say again? Too often – […]

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Robert Stephens will be at VoCFusion and so should you. Come meet him in person and learn how he took $200 and his love for technology to start the infamous Geek Squad. Join us at this year’s conference, April 21-23 in Las Vegas to hear Robert’s compelling keynote. We incorporated suggestions from last year’s attendees […]

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Create Customers For Life

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These four words, create customers for life, are precisely what every business dreams about. From the board room to the break room, creating customers for life ultimately becomes the driver of business. Why is this important and how do you make this happen? The best focus of any customer experience program is people – employees […]

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Scrum is a term used in Rugby referring to a formation used when restarting a play—but if you work in software, this word has an entirely different meaning. Scrum is a project management tool in the family of agile methodologies that originated with lean manufacturing processes practiced at Toyota. These principles have revolutionized the manufacturing […]

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Millennials make up 25% of the world’s population. While experts don’t agree on the exact years Millennials were born, for this article we’ll consider those born between 1977 and 1995. They have come to age with technology at their disposal. Millennials lives revolve around social networking and mobile devices, and this generation is entering the […]

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Countless time and energy is directed towards making customers happy, and rightly so. After all, their constant patronage can equate to hefty profits—thus the saying “customer is king.” Companies are investing heavily to ensure the customer feels valued and appreciated. Yet recent studies show customers remain unhappy with the majority of services provided. Barbara Porter […]

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