Allegiance Blog

top12 2012 A Look Back At Our 2012 Blog Posts365 Days, 52 Weeks, 12 Months, 1 Year, 49 posts, 15 authors. At year’s end, it is nice to take a look back at the top posts on the Allegiance blog as we prepare for the new year ahead. So, without further ado, here’s a look at our top 12 posts of 2012.

Top 12 Posts of 2012

Why We’re Not Competing With Our Competitors

adam edmunds 70 A Look Back At Our 2012 Blog PostsEvery company needs to identify its competitors. For Allegiance, that may seem easy. A handful of other vendors have similar capabilities and clients, and we often compete with them for business. So, they must be our competitors. That’s obviously true, but it’s not the whole truth. Our biggest competition actually isn’t the set of other companies doing things our way. It’s the old way of doing things – the traditional, manual approach to customer insights. Here’s why…

Confusing Customer Experience With Customer Experiences

amcinnes 70 A Look Back At Our 2012 Blog PostsThe customer experience business discipline has no inherent connection to wow moments or cool technology. It’s about defining the right experiences for your company – given your customers’ needs and company’s strategy – and consistently delivering over time. As we encounter the standout stories, we should focus on why they actually make sense for the companies behind them and the customers in front of them.

Highlights from Day One at VoCFusion 2012

chris cottle 70 A Look Back At Our 2012 Blog PostsMore than 350 Voice of Customer (VOC) and customer experience professionals gathered today at the Metropolitan Hotel in Las Vegas for the first day of VoCFusion 2012. In temperatures approaching 100 degrees, attendees stayed cool inside and shared experiences on how to apply customer intelligence to fuel financial and operational growth.

The Future of the CX Discipline Isn’t Paved with Gold

amcinnes 70 A Look Back At Our 2012 Blog PostsThe customer experience business discipline has no inherent connection to wow moments or cool technology. It’s about defining the right experiences for your company – given your customers’ needs and company’s strategy – and consistently delivering over time. As we encounter the standout stories, we should focus on why they actually make sense for the companies behind them and the customers in front of them.

Day Two at VoCFusion 2012

chris cottle 70 A Look Back At Our 2012 Blog PostsAfter an evening party at the Cosmopolitan Hotel’s Bamboo pool, VoCFusion attendees were up early for Wednesday’s events. The day started out with a demo of new Allegiance capabilities that will help companies uncover insights fast by identifying patterns in customer feedback and operational data.

Does Apple Listen to Customers or What?

amcinnes 70 A Look Back At Our 2012 Blog PostsApple is monopolizing the news again . . . or still. As always, the attention has revived the debate about whether Apple listens to customers. Industry lore has long held that Apple ignores customer input, and Senior VP of Worldwide Marketing Phil Schiller actually supported this belief recently during the Samsung legal case. Yet Apple clearly surveys its customers regularly, and its voice of customer efforts have been documented in several places, such as a recent Forbes article. So what’s the deal? Is Apple listening or not?

Data Mining Will Change The Way We Get Insight

amcinnes 70 A Look Back At Our 2012 Blog PostsToday, most VOC practitioners generate insights from their data by following the basic flow of the scientific method. They pinpoint some kind of problem that they want to investigate, such as customer churn or dissatisfaction. Then they think up a hypothetical explanation (a hypothesis) that they can test. Data mining changes all that.

Welcome to the New Playing Field: Age of the Customer

diane magers 70 A Look Back At Our 2012 Blog PostsThe recent Olympic Games opening ceremonies demonstrated the ever-changing capabilities of how humans interact with and mold their world over time – through the agricultural, industrial, technology, and information ages. Today, according to Forrester Research and many others, we are in what is being called the Age of the Customer. Companies recognizing these changes are reaping the benefits in gaining, keeping and expanding their relationship with customers. But simply giving lip service or sporadic efforts won’t help move the ball.

Map the Service Model to Capture Critical Touch Points

jennifer beyer 70 A Look Back At Our 2012 Blog PostsThe service model is the way your organization enables customers to do business with you. It consists of touch points that set the tone for overall customer satisfaction, trust and loyalty — including interactions with local branch operations, transactions with the phone/help center and advertising and social media outlets. Satisfaction at each of these touch points should be measured and managed to influences customer loyalty.

Healthy Growth Ahead for VOC and Customer Experience Industry

chris cottle 70 A Look Back At Our 2012 Blog PostsWorking in an industry that has flat or declining growth is like enjoying your time on the deck of a sinking ship. My years at Allegiance have been the opposite; they have been marked with positive vibes and filled with excitement as a new industry finds its foothold and begins to grow. These job-growth charts from Indeed.com showcase the growth of our industry.

My Perspective on the EFM/VOC Space & the Confirmit/CustomerSat Merger

adam edmunds 70 A Look Back At Our 2012 Blog PostsThe Confirmit purchase of CustomerSat just took out one of the last interesting companies in our space. It’s only a matter of time before the big CRM, BI, marketing automation, research firms, and contact center software companies decide to make a major play in the VOC space.

3 Must-Dos To Make Your VoC Program Stick

amcinnes 70 A Look Back At Our 2012 Blog PostsMost companies still haven’t developed a mature enough understanding of CX or mature enough CX practices to keep the discipline alive when today’s hype dies down. But we can still do a number of things to help secure the future for the sake of our customers, our companies, and our careers. Here are three approaches that VoC practitioners in particular need to pursue to make their programs stick.

These blog posts provide a good overview of the important topics and trends in VOC and CEX this year. I’d like to thank all of the authors who so generously shared their expertise with you on the Allegiance blog, and to all of our subscribers for reading. Stay tuned, 2013 promises to be an exciting year in the VOC industry. Happy 2013!

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