>
Services and Training > Professional Services & Support
>
Services and Training > Professional Services & Support
Whether you need assistance with strategic planning and goal setting, creating customer contact lists, gathering and/or analyzing your customer feedback, developing and executing an action plan, or even determining your business outcomes, you can feel good knowing that you'll always have the support you need. And, you can use our Professional Services group as much or as little as you want throughout every stage of your project.
Having Allegiance technology is a great first step in increasing your customer loyalty and employee loyalty, but with Allegiance Professional Services team, you get another critical component to ensure your success. Our professional services staff will work with you from the beginning of your project and help guide you through every phase of your engagement initiatives. Along the way, we will also provide you with the comprehensive implementation guidance, education and training, customer support services, custom solution development and the best practices consulting that you need to rapidly get your organization up and running with Allegiance.
Allegiance Best Practices Consulting team, which is made up of PhDs, statisticians, and loyalty and engagement experts (the same experts who helped create the Allegiance Engage platform), uses your feedback data combined with their experience to uncover important trends and key behavioral drivers, recommend next steps, and map your progress over time. Most consulting is available onsite, but is also available through the web, and is for both administrators and senior management. These services are organized into three areas: foundation, growth and enrichment. More:
The Allegiance Education Services team provides the training solutions that you need to maximize your use of Allegiance. Plus, you can be assured that the training tools and solutions adhere to proven instructional methods and adult learning concepts. More:
Watch the Allegiance Engage Demo
Adam Canen
Data & Consumer Insights Analyst
As analyst, Adam’s focus is on partnering with clients to get more actionable insights out of their VoC and VoE programs by leveraging the full power of text analytics, using the optimal analytical and feedback tools and establishing best practices reporting templates that are customized to the intended audience.
Adam has been partnering with companies since 2004 to improve customer loyalty and operational efficiencies. Recently, he has become Allegiance’s expert on using text analytics to create prescriptive recommendations for improving key drivers of loyalty as well as designing world-class NPS programs. He has undergraduate training in Communications and graduate training in Marketing.
Dr. Gary Rhoads
Customer, Employee Loyalty & Engagement Expert
Dr. Rhoads works closely with Allegiance product develop- ment teams to convert leading loyalty and engagement principles into product offerings. He consults with Allegiance clients to help them set the right goals, interpret their data and optimize their opportunities.
Dr. Rhoads founded Allegiance Technologies in 2000 to provide companies with Web-based tools to track, monitor, tabulate and manage customer and employee feedback on a real-time basis. SilentWhistle purchased Allegiance Tech- nologies in 2004 and was renames Allegiance, Inc. Rhoads is currently a professor of marketing at Brigham Young Univer- sity and held the Stephen Mack Covey Professorship awarded by the Center of Entrepreneurship. As an active researcher in entrepreneurial marketing strategy, Dr. Rhoads’ work focuses on identifying marketing tactics that lead to start-up success.
Dr. Rhoads has published articles in the Journal of Marketing Research, Journal of Marketing, Journal of Market Research Society, Journal of Personal Selling and Sales Management, Journal of Retailing, Behavioral Research in Accounting, Mar- keting Science Institute, and various AMA Proceedings and serves on the board of advisors of the Center of Economic Development and Opportunity to help develop successful start-up companies in Utah county. Dr. Rhoads received his B. S. degree in zoology with minor emphasis in chemistry and M.B.A. from Idaho State University, and holds a PhD in marketing from Texas Tech University.
Kyle LaMalfa
Senior Data & Consumer Insights Analyst
As senior analyst, Kyle’s focus is on identifying the critical touchpoints within the customer experience that have the greatest impact on loyalty. He uses a wide array of advanced analytical tools to do this including, but not limited to, predic- tive modeling, data mining modeling and structural equation modeling. He also specializes in measuring the ‘Spillover’ ef- fect that employee engagement has on customer engagement and long-term business outcomes.
Kyle LaMalfa has been a career statistician since 1996, answering business questions and solving business problems for executives and managers for over 100 B2B and B2C com- panies. He has undergraduate training in Mathematics and Economics and graduate training in Statistics and Sociology.
Jennifer Beyer
VP, Best Practices
Jennifer Beyer has created and run one of the world’s largest and most renowned customer satisfaction programs while acting as Director, Market Research at Fidelity Investments. Her contributions helped the firm to win Forrester’s Voice of the Customer Award in 2011.
Jennifer specializes in providing market insights, program development, and customer sentiment analysis with the objective of driving customer acquisition and market share growth. By identifying moments that matter and key metrics impacting the customer experience, her program at Fidelity accomplished these objectives. It has been determined that moving customers up the satisfaction scale increased the firm’s net flow substantially.
As VP, Best Practices her focus is cross team collaboration, developing strategies to increase customer satisfaction, loyalty, and retention for Allegiance’s clients.
Jennifer earned a B.A. in Business with a minor in Mathematics from Saint Leo University in 1999. In 2005 she completed her M.B.A in Global Business Leadership at Johnson and Wales University, Providence, Rhode Island.
Laura Cumings
Director, Best Practices
As Director, Laura’s focus is on leading the development of smarter VoC and VoE methodologies for growing and retaining profitable customers, improving operational efficiencies and gaining greater wallet share.
Laura Cumings has played leading roles in predictive analytics, survey design, measurement and continuous improvement action planning for more than a decade and currently leads the Best Practices Consulting Services at Allegiance. Prior to working for Allegiance, she designed and managed a world-class VoC and VoE program at the nation’s largest Charter School Company, National Heritage Academies. Other notable achievements include publications in social research journals, certification in quality improvement methodology and national conference speaker on predictive analytics, survey design, measuring ROI of interventions and program evaluation.
Laura brings a unique blend of business savvy and analytical skills to provide consulting services for Allegiance clients that produce an abundance of actionable insights for improving bottom line outcomes. She has undergraduate training in Psychology and graduate training in Statistics, Measurement and Evaluation.
Dr. David Whitlark
Customer, Employee Loyalty & Engagement Expert
Dr. Whitlark is the J.C. Penney Professor of Marketing at the Marriott School, Brigham Young University.
Professor Whitlark has worked with branding and product messaging for over twenty years and is a two-time winner of the Advertising Research Foundation’s David Ogilvy Award and a winner of a Media Gold Lion from the Cannes Interna- tional Advertising Festival. Over the past three years he has helped refresh the brand positioning and messaging for a variety of our best-known brands, such as Progresso Soup, Cinnamon Toast Crunch, Fiber One, Hamburger Helper, Chex Mix, and Yoplait Original. In addition to branding and product messaging, Professor Whitlark is an expert in employee and customer engagement.
Professor Whitlark earned a Doctorate degree from the Darden School, University of Virginia, and holds a MBA degree from the S.C. Johnson School, Cornell University. Professor Whitlark also was a Visiting Scholar at The Wharton School, University of Pennsylvania.
Looking to improve your feedback program? Tell us what you want to
accomplish.
Call us at (801) 617-8000 or fill out the form below.
Please help us better meet your needs by indicating how we can serve you. Complete and submit this form and you will be contacted right away, or call Allegiance at (801) 617-8000 (8:00am-5:00pm MST). We look forward to providing you with information about Allegiance solutions.
