Allegiance Blog

It’s estimated that 30% of the world can speak English, but less than one third of those individuals speak English as a first language. This means approximately 1.4 billion people ‘speak English’ but might not necessarily communicate comfortably in English. These statistics should cause CX teams to think about the need for survey localization. Helmut […]

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(Allegiance is pleased to feature this guest blog from Jodie Preiss at Halycon Marketing in Australia.)   It seems that the world is evolving so fast these days, and it can be almost impossible to keep up with the next big thing. Too often by the time you find out about it, it’s old news […]

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Allegiance is proud to host Utah’s first Customer Experience (CX) Day as a sponsor of CXPA’s international CX Day. This event will offer key insights into the CX space and help educate those interested in measuring and improving the customer experience in their organizations. So what is CX and why should you care? CX is […]

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Collecting prospect experience (PX) feedback from your business customers during each milestone in the sales cycle sets a standard early on that customer-centricity is your organization’s top priority. This level of commitment, demonstrated before they sign the contract, creates a positive and lasting first impression. Moreover, three recent trends in the B2B sales environment1 can […]

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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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