Allegiance Blog

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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A few weeks ago, I shared a few thoughts on six trends highlighted by Mark Meeker of the VC firm Kleiner Perkins Caufield Beyers. Each year an in-depth analysis is published on emerging trends which are key to success. Based on her findings we all have some work to do. Additionally, Maxie Schmidt-Subramanian, from Forrester, […]

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Recently, Allegiance President and CEO Carine Clark spoke at the Rocky Mountain Leadership Conference. She shared the stage with other inspiring leaders as she spoke about leadership. Below are a few of the highlights. Her entire address can be found here.   1. LIFT: Great leaders rise while lifting others. “A good leader not only […]

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The Beautiful Big Data

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What can Big Data mean for your Voice of Customer (VoC) software platform and program? Each year, Mary Meeker, of the VC firm Kleiner Perkins Caufield Beyers, publishes a comprehensive and always interesting 100+ page deck on Internet Trends.   Meeker’s 2014 edition has a section on Big Data where she lists the following six […]

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(Allegiance is pleased to feature this guest blog from John Carroll III at Ipsos Loyalty.) A snarky response to the cliché “Less is More” is “Actually, More is More”! In the world of customer satisfaction, most leaders behave as though more really is more. Across industry sectors, competitive environments, and market share levels, leaders set […]

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