Allegiance Blog

From our work helping companies make the most of customer and employee feedback, we have developed something we call the feedback progression scale. This scale gives us a way to understand where a business is in terms of using feedback and surveys to grow customer loyalty and engagement. So where are you on the feedback [...]

Bob Caruso is the former head of JD Power’s VOC Center of Excellence. He’s giving a webinar next Monday (Dec 10) on the top 10 best practices of VOC practitioners. He plans on doing a deep dive and field people’s questions. He’s also a former F4 fighter pilot from the Air Force so he is [...]

Many companies have gone through a reduction in force (RIF) recently (i.e. organizations have reduced staffing by nearly 5 millino in the past 7 months!), and are now in the process of dealing with all of the changes forced by the RIF. Here are three tips for reengaging and protecting your talent pool.

At a recent luncheon with Voice of the Customer (VOC) practitioners in Atlanta, the author of this blog, Matt Bowman, director of campaign marketing for Allegiance, noticed a few trends emerging from the conversation. This blog discusses those trends and also provides some insight on why those topics have emerged as “top of mind” items with today’s VOC practitioners.

A new research report from industry analyst firm Aberdeen Group called “Customer Experience Management: Engaging Loyal Customers to Evangelize Your Brand” reveals how organizations that achieve superior performance in customer retention and customer satisfaction grow and harvest customer advocates. In this blog post, the author shares some of the key findings from the report, and also discusses the role that customer feedback plays in these initiatives.

Everyone who’s been watching TV or reading the news lately knows that banks have certainly had their fair share of challenges lately. But what’s been interesting to watch is how those challenges and the fall out from big bank failures and the economic crisis have impacted bank and credit union customer loyalty and engagement levels.

In two new videos, industry experts highlight the importance of not only listening to customers via a formal voice of the customer (VOC) program , but also increasing customer retention efforts.

When times get tough, it’s tempting to put “customer-centricity” on the back burner. But it doesn’t have to be that way. In this blog post, Bob Thompson, CEO of CustomerThink, offers some tips on how to weather the economic storm.

In the work that we do here at Allegiance, we occassionally come across a company that is afraid to ask for or collect feedback from their customers or employees for fear of what those individuals might say–or that the only feedback that they’ll receive will be negative.

While this is a natural human concern, it isn’t a concern that typically matches up with reality.

Read this blog post to learn more about why collecting customer feedback is crucial to creating more value for your customers.

Bob Caruso, Managing Director, Endeavor Management, recently gave a presentation on the “Voice of the Customer (VOC) Initiative Success: Win Friends and Influence the C-Suite and Board.” As part of this presentation, he shared insights about how successfully defeating the opposition relates to The OODA Loop, a military strategy initially developed by Colonel John Boyd, a U.S. Air Force fighter pilot and military strategist. Read the full blog to learn more.