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Join us for Allegiance Radio in 2011. Every week, Allegiance will announce the weekly topic and time along with the URL to connect to the live broadcasts. These will come as tweets on the Allegiance Twitter account or Allegiance on Facebook. You are invited to “call in” to chat live on the air, or you can listen after the airing of the broadcast via podcast on iTunes or any other audio playback device.
Every business is bound to have unhappy customers; there’s always some variable that can go wrong despite all safeguards to make things perfect. Great customer service extends beyond answering the phone after two rings, beyond the twitter and Facebook entries, and even beyond the gentle ego stroking of an already angry customer. The Society for New Communications Research, which tracks the latest trends and best practices in communication and social media, states that 59 percent of consume
Expectations come from somewhere. Think back to your personal life and consider a time where your expectations were misaligned with the experience outcome. What did you do? How did the other party make things right? Did you walk away feeling good about your experience? The gap between the delivery of the experience and the expectation […].
'For better or for worse. Customer relationship management is all about working together, not imposing what suits one party or the other. Irrespective of the initial engagement, companies which can demonstrate flexibility, and wish for the relationship to succeed, will stimulate their customers to adopt the same behaviour. And, long after the wedding day all will live in harmony in the long term.
In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
'One of the most frequently heard remarks by security executives I’ve interviewed was that the security command center did not seem to keep up with the other business units of the organization. For example IT has a type of command center called a network operations center. IT security departments have their SOC (pronounced sock) or security operations center.
Social media has brought the customer experience more in-focus than ever before, and this became very apparent during the start of the 2010 holiday shopping season on Black Friday and Cyber Monday. Consumers made their lists of who had the best deals, based on what they learned on Twitter and other sites. The brave ones, armed with their mobile phones, made the trek into the brick-and-mortar retail stores to fight the crowds for their coveted items.
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Social media has brought the customer experience more in-focus than ever before, and this became very apparent during the start of the 2010 holiday shopping season on Black Friday and Cyber Monday. Consumers made their lists of who had the best deals, based on what they learned on Twitter and other sites. The brave ones, armed with their mobile phones, made the trek into the brick-and-mortar retail stores to fight the crowds for their coveted items.
Join us for Allegiance Radio in 2011. Every week, Allegiance will announce the weekly topic and time along with the URL to connect to the live broadcasts. These will come as tweets on the Allegiance Twitter account or Allegiance on Facebook. You are invited to “call in” to chat live on the air, or you can listen after the airing of the broadcast via podcast on iTunes or any other audio playback device.
As service professionals, we all understand the commitment and effort needed to acquire new and retain our existing customers. But what about the customer who has decided to leave? What do we typically do for them? In his book It’s Your Ship , Michael Abrashoff talked about how important it was to give a warm send off and thank you for Navy personnel who served under him but opted not to re-enlist.
Expectations come from somewhere. Think back to your personal life and consider a time where your expectations were misaligned with the experience outcome. What did you do? How did the other party make things right? Did you walk away feeling good about your experience? The gap between the delivery of the experience and the expectation […].
'In a harsh climate, companies'' leadership teams may decide that investment in customer service is a low priority. Whilst the motivation is easy to understand and often driven by cost management measures, it is not sustainable. After all, when the winter is over, clients will remember where their bad customer experience and this will clearly influence their decision for future purchases.
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
'PSIM principles may be used to produce better situational awareness, and thereby promote better security and business decisions. One new type of software addressing situational awareness is called situation management. This application of PSIM unifies video, alarm, and sensor data to improve situational awareness and add efficiency to incident response.
Join us for Allegiance Radio in 2011. Every week, Allegiance will announce the weekly topic and time along with the URL to connect to the live broadcasts. These will come as tweets on the Allegiance Twitter account or Allegiance on Facebook. You are invited to “call in” to chat live on the air, or you can listen after the airing of the broadcast via podcast on iTunes or any other audio playback device.
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.
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.
Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
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.
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.
The focus of VOC is not to gather more surveys and data; it is to create actionable business intelligence that moves the needle. VOC practitioners are not great at this second part today, but getting better, and quickly. This is the reason VOC programs are gaining quick adoption now when they have stalled in the past. VOC best practices require a shift from data gathering, creating charts and reports, to providing prescriptive and predictive outcomes that support a business story.
The focus of VOC is not to gather more surveys and data; it is to create actionable business intelligence that moves the needle. VOC practitioners are not great at this second part today, but getting better, and quickly. This is the reason VOC programs are gaining quick adoption now when they have stalled in the past. VOC best practices require a shift from data gathering, creating charts and reports, to providing prescriptive and predictive outcomes that support a business story.
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
The focus of VOC is not to gather more surveys and data; it is to create actionable business intelligence that moves the needle. VOC practitioners are not great at this second part today, but getting better, and quickly. This is the reason VOC programs are gaining quick adoption now when they have stalled in the past. VOC best practices require a shift from data gathering, creating charts and reports, to providing prescriptive and predictive outcomes that support a business story.
After months of client meetings, focus groups and quantitative studies, one thing stands out: data is everywhere, and VOC pros want help making decisions from their mountains of data. That’s why we are committed to accelerating the delivery of actionable business intelligence from VOC data. It’s not about gathering more survey data, it’s about the insights business leaders need to move the needle.
After months of client meetings, focus groups and quantitative studies, one thing stands out: data is everywhere, and VOC pros want help making decisions from their mountains of data. That’s why we are committed to accelerating the delivery of actionable business intelligence from VOC data. It’s not about gathering more survey data, it’s about the insights business leaders need to move the needle.
After months of client meetings, focus groups and quantitative studies, one thing stands out: data is everywhere, and VOC pros want help making decisions from their mountains of data. That’s why we are committed to accelerating the delivery of actionable business intelligence from VOC data. It’s not about gathering more survey data, it’s about the insights business leaders need to move the needle.
Speaker: Alexa Acosta, Director of Growth Marketing & B2B Marketing Leader
Marketing is evolving at breakneck speed—new tools, AI-driven automation, and changing buyer behaviors are rewriting the playbook. With so many trends competing for attention, how do you cut through the noise and focus on what truly moves the needle? In this webinar, industry expert Alexa Acosta will break down the most impactful marketing trends shaping the industry today and how to turn them into real, revenue-generating strategies.
Since it’s getting cold in most of the United States, I thought I might end the week with a few words about the Key West Marriott Beachside Hotel which has just been awarded the Marriott’s Customer Excellence Award for demonstrating exemplary guest services. It is classified as a luxury AAA 4 Diamond hotel on seven and one-half acres of waterfront property.
The Business Impact of Customer Experience Report 2010 examines how customer experiences affect the overall success of businesses: - It affects a customer’s intent to purchase from a particular organization. - It affects the likelihood of a customer switching to a competitor. - It affects the likelihood of a customer to recommend the business or organization to a friend, coworker, or relative.
This year may be fading away swiftly, but a better, new one is on the horizon. So what does that mean? Well, it means that we all make plans for a successful new adventure into a promising new time, however the basic ingredients of success haven’t changed nor does it change with the drop of a brightly lit ball in Times Square at the stroke of midnight.
You’re most likely sending out emails, brochures, and promotions with greetings of the season, but what happens after the lights are removed and the tree is packed away? Are you still showing your customers that you appreciate their business all year round? You want to show sincere appreciation for customer patronage and want them to feel valued for making the choice of spending their hard-earned money at your organization.
A high-quality customer experience creates loyal customers for years to come and makes for an easy win against businesses that are competing on other factors like price and quality. We partnered with ContactBabel to uncover the biggest hurdles businesses face when trying to improve CX and offer practical suggestions to overcome them.
Can you even imagine waiting all year for a great holiday weekend, and then getting stranded at an airport not just for hours, but two or three days? Travelers are blaming the airlines for not being prepared. The airlines have always used weather conditions as their fall back , but consumer advocates state that they should have been prepared. Thousands of stranded passengers couldn’t get through to reservation agents to rebook their flights.
A Christmas Customer Satisfaction Index survey showed Amazon as the top online retailer to best satisfy consumers during the busy holiday shopping season. The study, done by Fore See Results stated that Amazon offered the safest and best online opportunities, but also showed the lesser e-commerce sites slipping and failing to meet the improving standards of the larger companies.
In Flanders, New Jersey, George Filimonchuk planned his Black Friday shopping expedition at Walmart. He received a flyer two days earlier advertising Walmart’s sale of a 32″ Emerson LCD television for $198 which Filimonchuk had planned to present to his teenage daughter Alexis for Christmas. He made arrangements for Alexis to sleep over at one of her friend’s home so he could be sure the television would be a surprise.
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