Allegiance Blog

This is the first in a series of blog posts regarding use of features and functions available in the Allegiance Engage7 Voice of Customer platform. Allegiance Engage7 has several advanced survey campaign analytic capabilities that enable you to treat invitation data as first-class data, similar to response data. We realize that who is invited, how many responses you get, and the response rate are vital to data analysis.

Most companies are good at collecting data from customers. In fact, it’s common practice to have a customer feedback program in place. However, for some companies, dealing with the results is when things begin to get fuzzy. What are our customers trying to tell us? And how do we take that information and use it to effectively improve the customer experience?

You have a well-designed, comprehensive feedback program in place, with several gigabytes of data on employee and customer satisfaction, loyalty and engagement. Now is the time to maximize the actionability of your VOC (Voice of the Customer) and VOE (Voice of the Employee) initiatives and optimize the ROI realized from your feedback program.

Getting executive buy-in is crucial to any successful VOC program. Here are three main points to keep in mind when working with your executive team.

For any VOC initiative, it is just as critical to conduct employee surveys as it is to survey customers. Employee engagement drives customer engagement, and without understanding the hearts and minds of your employees, your VOC initiative will be incomplete.

Most companies with Voice of the Customer programs are struggling to gain insights from survey and feedback data. The right technology is ideally suited to bring all VOC and operational data together, to easily pinpoint relevant trends, and to reveal actionable insights.

As companies begin to embrace social media, many are using a ‘ready, fire, aim” approach. Companies should first create clear policies and determine if and how they will respond and what they intend to do with the feedback data.

Today’s theme at the Allegiance Engage Summit was analyzing patterns in data to find insights that can improve your operations. Speakers included Billy Beane, GM of the Oakland A’s, Vicky Stennes, VP of In-Flight Experience at Jet Blue, and Bruce Temkin, Tempkin Group.

We hear it from businesses every day – how can they gather customer feedback from surveys, social media, Web, e-mail, call centers, etc. and respond quickly to avoid losing customers? And what is the best way to turn feedback into insights that can be acted upon to improve their business? Allegiance conducted blind focus groups [...]

Not long ago, when customers had an issue with poor product or service, they had limited options. Either they could write a letter using pen and paper, or they could make a phone call hoping to talk with someone who could make a difference. Getting the company’s attention was only the beginning. Getting a response [...]