Allegiance Blog

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.

The Allegiance Engage Summit 2010 will be held on May 16 – 19, 2010 at the Chateaux Resort at Silver Lake in Deer Valley, Utah.

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 [...]

It’s now commonplace for companies to ask for customer feedback by email, phone or even the mail. But that’s just one factor in VOC success. CustomerThink research has identified the following five major pitfalls to VOC success: 1. Lack of executive support to drive change Being customer-centric is easy to say but hard to do [...]

In response to overwhelming demand, I’ve written this to serve as a resource for those looking to justify the budget and resources needed to add social media monitoring to their existing customer feedback / market research programs.  All the organizations and corporations listed herein are trademarks of those respective companies. A Case Study:  Will the [...]

Join the American Marketing Association for the free March 23 webcast titled, “Social Media – The New Frontier of Customer Feedback.” Speakers include Matthew Bowman, former CEO of Wi5Connect (a social media company) and Eric Weight of Attensity (text analytics expert). To register, go to http://bit.ly/ajOQop

For the second year in a row, Allegiance was honored with the 2010 Service Leader Award for Enterprise Feedback Management (EFM) by CRM Magazine. It is especially gratifying to receive this award since customer satisfaction is one of the top criteria. Click here to read the full article. The winner is selected through an extensive [...]