Allegiance Blog

The 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.

Survey results that are presented as “average scores” can easily miss the mark. What does an average satisfaction score of 7.78 really mean? Presenting metrics that everyone can understand and act on is a critical component of any Customer Satisfaction / Customer Loyalty program, and it need not be very difficult.

The design of any world-class customer feedback program should include a closed loop process that makes the customers feel that they have been heard and promotes learning about what to do to improve the business in ways that drive customer satisfaction and loyalty.

Social media has become the no. 1 online activity, so it’s essential for businesses to pay attention. When a small percentage of customers share their experiences with your company via social media, you have an opportunity to engage or re-engage these customers.

Trust is at the core of every relationship. In the aftermath of the economic crisis, our common challenge in bringing business relationships out of the proverbial tank and back into the light is renewing a level of trust with our customers, employees, and shareholders. Here are three tips on how to do that.

In this blog post, the author discusses how if you listen to customer feedback, it can show you where and how to gain a competitive advantage, and even improve your customer loyalty and engagement.

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.

There are a number of well known and popular ways that companies try to measure their overall customer satisfaction and loyalty. Traditional, overall satisfaction questions are still widely in use and provide a good idea of overall customer sentiment. However, they’re typically only a stepping stone on the way to engagement. And this blog entry explores why.

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.