Allegiance Blog

Dr. Gary Rhoads, Loyalty Expert and Co-Founder of Allegiance, offered the following “Five Easy Steps to Predictive Analytics: A Top Down Business Outcome Approach” during the online Engage eSummit. Read on to learn more about these five steps.

Gary Tucker, SVP and General Manager of JD Power and Associates, offered five tips in his Engage eSummit session on the importance of delighing your customers in the current economic environment. Read on to learn more about these five tips.

Every organization should have a clear picture of the attitude of their audience(s) toward their organization, and the satisfaction of mutual transaction points, as well as insights into where improvements could be made to positively improve that attitude and satisfaction.

The means we use (Enterprise Feedback Management (EFM) technology, people, and processes) to get to what should be our end (better business) are essential to our success in reaching that end. If we choose the wrong technology, fail to allocate the proper resources, and ignore how the technology and people interface with our processes, we will end up horribly off course.

The Enterprise Feedback Management (EFM) market continues to grow, even amidst the current economic environment. The underlying cause of this growth appears to be increased customer retention through real-time voice of the the customer (VOC) programs. And there was certainly a lot of talk about this at the recent Gartner CRM conference in London. The fact that this is being talked about so much is evidence that the market has matured significantly in the past 12 months. The author of this blog, Chris Cottle, VP of Marketing for Allegiance, believes that the next big step for VOC programs will lie within the analytical side. Read this blog to find out why and also learn more about what this side will mean for businesses.

Some organizations don’t exactly bury their heads in the sand when it comes to customer care–they just run away or abandon an avenue for customer feedback. However, when customers complain, it’s one of the best opportunities to increase their loyalty and engagement–as long as the company that the customer is dealing with responds promptly and positively to their complaint. But to do so, you have to provide your customers with as many options for communicating with you as possible. Read this blog post to learn more.

A survey recently conducted by Towers Perrin, a global professional services firm, reveals that the current economic environment is stirring widespread anxiety among U.S. employees about their job security. This blog talks about some of the most important things that companies can do to increase their employee productivity and loyalty in this environment.

Barack Obama’s recent election and transition to the White House has been interesting to watch, not just for the traditional and historic reasons, but also because of the powerful example that it provides of how loyal and engaged people can help spread the word to others and actively promote an organization and/or individual. Read this article to find out why and how.

The hot new word on the street is “Community.” (A virtual community, e-community or online community is a group of people that primarily interact via communication media such as newsletters, telephone, email, online social networks or instant messages rather than face to face, for social, professional, educational or other purposes). One could say that we have reached the tipping point where companies must incorporate communities into their public relations strategy. But before you do, here are some items that you may want to consider before diving into this new world.

Preparing your survey data for analysis can be a messy process. But it needn’t be. In this article, Allegiance unveils a tried-and-true, five-step process for cleaning up your survey data.

I’ve been doing a lot of research lately on Software-as-a-Service (SaaS), and have come to the conclusion – given the current state of the economy which is forcing businesses to do more with less (e.g. collect more feedback and increase customer and employee loyalty; spend less on surveying, infrastructure and staff, and yet get the [...]