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	<title>Allegiance &#187; Voice of the Customer</title>
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	<description>Voice of Customer Intelligence</description>
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		<item>
		<title>Highlights from Day One at VoCFusion 2012</title>
		<link>http://www.allegiance.com/blog/highlights-from-day-one-at-vocfusion-2012/3629</link>
		<comments>http://www.allegiance.com/blog/highlights-from-day-one-at-vocfusion-2012/3629#comments</comments>
		<pubDate>Wed, 16 May 2012 14:14:13 +0000</pubDate>
		<dc:creator>Chris Cottle</dc:creator>
				<category><![CDATA[Allegiance]]></category>
		<category><![CDATA[Voice of the Customer (VOC)]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[Voice of the Customer]]></category>

		<guid isPermaLink="false">http://www.allegiance.com/?p=3629</guid>
		<description><![CDATA[More than 350 Voice of Customer (VOC) and customer experience professionals gathered today at the Metropolitan Hotel in Las Vegas for the first day of VoCFusion 2012. In temperatures approaching 100 degrees, attendees stayed cool inside and shared experiences on how to apply customer intelligence to fuel financial and operational growth. ]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Turning Customer Feedback into Action</title>
		<link>http://www.allegiance.com/blog/turning-customer-feedback-into-action/3330</link>
		<comments>http://www.allegiance.com/blog/turning-customer-feedback-into-action/3330#comments</comments>
		<pubDate>Mon, 19 Mar 2012 08:00:02 +0000</pubDate>
		<dc:creator>Chris Cottle</dc:creator>
				<category><![CDATA[customer feedback]]></category>
		<category><![CDATA[Voice of the Customer (VOC)]]></category>
		<category><![CDATA[customer insights]]></category>
		<category><![CDATA[Voice of the Customer]]></category>

		<guid isPermaLink="false">http://www.allegiance.com/?p=3330</guid>
		<description><![CDATA[in a today’s highly competitive world, companies that don’t’ do anything with customer feedback might as well not bother to gather it in the first place. The challenge (and the reward) lies in quickly analyzing feedback to identify customer insights and share them with the people who can do something about it. Here are some examples from Allegiance customers.]]></description>
		<wfw:commentRss>http://www.allegiance.com/blog/turning-customer-feedback-into-action/3330/feed</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>The Limits of Voice of Customer Intelligence</title>
		<link>http://www.allegiance.com/blog/the-limits-of-voice-of-customer-intelligence/3240</link>
		<comments>http://www.allegiance.com/blog/the-limits-of-voice-of-customer-intelligence/3240#comments</comments>
		<pubDate>Mon, 27 Feb 2012 17:39:51 +0000</pubDate>
		<dc:creator>Andrew McInnes</dc:creator>
				<category><![CDATA[Best Practices]]></category>
		<category><![CDATA[Voice of the Customer (VOC)]]></category>
		<category><![CDATA[customer insights]]></category>
		<category><![CDATA[Voice of the Customer]]></category>

		<guid isPermaLink="false">http://www.allegiance.com/?p=3240</guid>
		<description><![CDATA[During last week’s webinar with Forrester analyst Kerry Bodine, we discussed the importance of what she calls the “customer cascade,” which goes like this: Companies need to develop deep customer insight in order to design and deliver great customer experiences and ultimately reap the financial rewards that follow. Insight, action, result. It’s a true and beautiful pattern, and it’s been pretty well documented in recent years.]]></description>
		<wfw:commentRss>http://www.allegiance.com/blog/the-limits-of-voice-of-customer-intelligence/3240/feed</wfw:commentRss>
		<slash:comments>1</slash:comments>
		</item>
		<item>
		<title>Are You Really in the VOC/CX Business?</title>
		<link>http://www.allegiance.com/blog/are-you-really-in-the-voccx-business/3143</link>
		<comments>http://www.allegiance.com/blog/are-you-really-in-the-voccx-business/3143#comments</comments>
		<pubDate>Mon, 06 Feb 2012 19:49:06 +0000</pubDate>
		<dc:creator>Adam Edmunds</dc:creator>
				<category><![CDATA[Best Practices]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[customer feedback]]></category>
		<category><![CDATA[Voice of the Customer (VOC)]]></category>
		<category><![CDATA[Voice of the Customer]]></category>

		<guid isPermaLink="false">http://www.allegiance.com/?p=3143</guid>
		<description><![CDATA[You may have been in the data gathering business in the past, but the future lies with data insights. You cannot gather more data only to deliver tepid insights. Your value and your place at the highest levels of the company is weakened by this result. However, your value is highest when you deliver insights to the right people and help them act upon them. ]]></description>
		<wfw:commentRss>http://www.allegiance.com/blog/are-you-really-in-the-voccx-business/3143/feed</wfw:commentRss>
		<slash:comments>1</slash:comments>
		</item>
		<item>
		<title>Healthy Growth Ahead for VOC and Customer Experience Industry</title>
		<link>http://www.allegiance.com/blog/healthy-growth-ahead-for-voc-and-customer-experience-industry/3071</link>
		<comments>http://www.allegiance.com/blog/healthy-growth-ahead-for-voc-and-customer-experience-industry/3071#comments</comments>
		<pubDate>Wed, 01 Feb 2012 17:39:56 +0000</pubDate>
		<dc:creator>Chris Cottle</dc:creator>
				<category><![CDATA[customer experience]]></category>
		<category><![CDATA[Voice of the Customer (VOC)]]></category>
		<category><![CDATA[Voice of the Customer]]></category>

		<guid isPermaLink="false">http://www.allegiance.com/?p=3071</guid>
		<description><![CDATA[Both Forrester Research and Gartner have predicted continued annual growth of between 15-20% for the customer experience and voice of customer industries. At Allegiance, we certainly see this growth happening. But what kind of changes will occur as more corporate boards, c-suites and leadership teams add savvy VOC pros? How will business change as a result of the insight that comes from these experienced people adding their voice to the mix, and sharing the data they produce?]]></description>
		<wfw:commentRss>http://www.allegiance.com/blog/healthy-growth-ahead-for-voc-and-customer-experience-industry/3071/feed</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Voice of Customer Matures, But&#8230;</title>
		<link>http://www.allegiance.com/blog/voice-of-customer-matures-but/1220</link>
		<comments>http://www.allegiance.com/blog/voice-of-customer-matures-but/1220#comments</comments>
		<pubDate>Mon, 12 Dec 2011 23:29:53 +0000</pubDate>
		<dc:creator>Sarah Simon</dc:creator>
				<category><![CDATA[customer feedback]]></category>
		<category><![CDATA[Voice of the Customer (VOC)]]></category>
		<category><![CDATA[VOC]]></category>
		<category><![CDATA[Voice of the Customer]]></category>

		<guid isPermaLink="false">http://www.allegiance.com/?p=1220</guid>
		<description><![CDATA[It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Some things do get better with age, and a finely-honed VoC initiative is no exception. This is a reminder, however, to continue sweating the small stuff. Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthusiasm. Read this post for an excellent example. 

]]></description>
		<wfw:commentRss>http://www.allegiance.com/blog/voice-of-customer-matures-but/1220/feed</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Nine Habits of Successful VOC Practitioners</title>
		<link>http://www.allegiance.com/blog/nine-habits-of-successful-voc-practitioners/1212</link>
		<comments>http://www.allegiance.com/blog/nine-habits-of-successful-voc-practitioners/1212#comments</comments>
		<pubDate>Mon, 10 Oct 2011 22:43:19 +0000</pubDate>
		<dc:creator>Chris Cottle</dc:creator>
				<category><![CDATA[Best Practices]]></category>
		<category><![CDATA[customer feedback]]></category>
		<category><![CDATA[Voice of the Customer (VOC)]]></category>
		<category><![CDATA[VOC]]></category>
		<category><![CDATA[Voice of the Customer]]></category>

		<guid isPermaLink="false">http://www.allegiance.com/?p=1212</guid>
		<description><![CDATA[Best practice companies are not only listening to voice of the customer, but they are using that feedback to increase customer retention and loyalty, solve customer challenges and develop new products and services. They are also using new technologies to streamline surveys and feedback management programs to gain a better understanding of why customers do business with them. From our experience working with them, here are nine habits that make them successful.
]]></description>
		<wfw:commentRss>http://www.allegiance.com/blog/nine-habits-of-successful-voc-practitioners/1212/feed</wfw:commentRss>
		<slash:comments>1</slash:comments>
		</item>
		<item>
		<title>Moneyball &#8211; Lessons from Baseball for Voice of the Customer</title>
		<link>http://www.allegiance.com/blog/lessons-from-baseball-for-voice-of-the-customer/673</link>
		<comments>http://www.allegiance.com/blog/lessons-from-baseball-for-voice-of-the-customer/673#comments</comments>
		<pubDate>Tue, 20 Sep 2011 14:15:14 +0000</pubDate>
		<dc:creator>Al Nevarez</dc:creator>
				<category><![CDATA[Feedback data]]></category>
		<category><![CDATA[social media]]></category>
		<category><![CDATA[Voice of the Customer (VOC)]]></category>
		<category><![CDATA[customer feedback]]></category>
		<category><![CDATA[Voice of the Customer]]></category>

		<guid isPermaLink="false">http://www.allegiance.com/?p=673</guid>
		<description><![CDATA[What do Billy Beane, the General Manager of the Oakland A's, and your
company's Voice of the Customer (VOC) initiatives have in common? Metrics, analytics, and
insights that can provide teams and businesses with unfair advantages.]]></description>
		<wfw:commentRss>http://www.allegiance.com/blog/lessons-from-baseball-for-voice-of-the-customer/673/feed</wfw:commentRss>
		<slash:comments>6</slash:comments>
		</item>
		<item>
		<title>VOC Practitioners Wish List</title>
		<link>http://www.allegiance.com/blog/voc-practitioners-wish-list/1201</link>
		<comments>http://www.allegiance.com/blog/voc-practitioners-wish-list/1201#comments</comments>
		<pubDate>Wed, 07 Sep 2011 19:03:55 +0000</pubDate>
		<dc:creator>Chris Cottle</dc:creator>
				<category><![CDATA[Voice of the Customer (VOC)]]></category>
		<category><![CDATA[VOC]]></category>
		<category><![CDATA[Voice of the Customer]]></category>

		<guid isPermaLink="false">http://www.allegiance.com/?p=1201</guid>
		<description><![CDATA[Allegiance recently conducted a focus group of VOC practitioners at leading companies. One of the questions asked was: What is on your wish list for what you’d like to see in a VOC program in the future? Read this post to view a few of the responses and add your own. 
]]></description>
		<wfw:commentRss>http://www.allegiance.com/blog/voc-practitioners-wish-list/1201/feed</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Making VOC Data More Actionable</title>
		<link>http://www.allegiance.com/blog/making-voc-data-more-actionable/1195</link>
		<comments>http://www.allegiance.com/blog/making-voc-data-more-actionable/1195#comments</comments>
		<pubDate>Tue, 16 Aug 2011 22:15:29 +0000</pubDate>
		<dc:creator>Chris Cottle</dc:creator>
				<category><![CDATA[Feedback data]]></category>
		<category><![CDATA[text analytics]]></category>
		<category><![CDATA[Voice of the Customer (VOC)]]></category>
		<category><![CDATA[actionable data]]></category>
		<category><![CDATA[VOC]]></category>
		<category><![CDATA[Voice of the Customer]]></category>

		<guid isPermaLink="false">http://www.allegiance.com/?p=1195</guid>
		<description><![CDATA[There is a lot of talk in the industry about making Voice of Customer data more actionable. But to achieve this, you must first understand the type of data that is uniquely available and actionable in a successful VOC program. VOC programs fail most often because they provide just scores, changes in scores, or data that is only part of the solution. Actionable data is data that you can use to improve the operations of the company.  It goes beyond answering "what" to understanding "why."
]]></description>
		<wfw:commentRss>http://www.allegiance.com/blog/making-voc-data-more-actionable/1195/feed</wfw:commentRss>
		<slash:comments>0</slash:comments>
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