InMoment XI
JANUARY 6, 2009
Preparing your survey data for analysis can be a messy process. But it needn't be. In this article, Allegiance unveils a tried-and-true, five-step process for cleaning up your survey data.
Win the Customer
OCTOBER 7, 2009
As a leader or manager, there’s one key, significant expectation from you: results. Effective leadership and management cannot be accomplished by having the workhorse management or leader do everything for the team. Managers can step in and resolve issues, help push towards meeting deadlines, and even help take a load off of the team members, but in the end the only way to truly build an effective organization involves in developing 4 keys to successful management. “First Break All o
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CX Advantage Walker
DECEMBER 15, 2009
Over the past six months several Walker colleagues and I have been working on an experiment. The experiment focuses on using an alternative analytical approach to achieving insights from customer feedback. And, in order to apply a different analytical approach, we had to redesign the survey instrument. Three Goals 1 – Test something new on. Continue reading.
Service Untitled
JULY 15, 2009
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Improving a Department in 4 Steps Douglas July 15, 2009 Customer Service , Exercises/Resources 2 Comments Over the last week or so, I have been working with a company on improving the service experience within a small department of theirs.
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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.
Very Best Service
DECEMBER 29, 2009
'It is all about setting the right expectations: "reaching for the moon " is probably too ambitious and "once in a blue moon" does not happen often enough. The attributes of a good customer service programme need to take into account the fact that customers like to know what to expect and do hope to receive more each time. Picture courtesy of [link] with our thanks.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
InMoment XI
JANUARY 6, 2009
Preparing your survey data for analysis can be a messy process. But it needn't be. In this article, Allegiance unveils a tried-and-true, five-step process for cleaning up your survey data.
InMoment XI
DECEMBER 29, 2009
From our work helping companies make the most of customer and employee feedback, we have developed something we call the feedback progression scale. This scale gives us a way to understand where a business is in terms of using feedback and surveys to grow customer loyalty and engagement. So where are you on the feedback.
InMoment XI
DECEMBER 29, 2009
From our work helping companies make the most of customer and employee feedback, we have developed something we call the feedback progression scale. This scale gives us a way to understand where a business is in terms of using feedback and surveys to grow customer loyalty and engagement. So where are you on the feedback.
InMoment XI
DECEMBER 29, 2009
From our work helping companies make the most of customer and employee feedback, we have developed something we call the feedback progression scale. This scale gives us a way to understand where a business is in terms of using feedback and surveys to grow customer loyalty and engagement. So where are you on the feedback.
Speaker: Amanda Adams, Fractional CFO, CPA
Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Amanda Adams, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.
InMoment XI
DECEMBER 2, 2009
Bob Caruso is the former head of JD Power’s VOC Center of Excellence. He’s giving a webinar next Monday (Dec 10) on the top 10 best practices of VOC practitioners. He plans on doing a deep dive and field people’s questions. He’s also a former F4 fighter pilot from the Air Force so he is.
InMoment XI
DECEMBER 2, 2009
Bob Caruso is the former head of JD Power’s VOC Center of Excellence. He’s giving a webinar next Monday (Dec 10) on the top 10 best practices of VOC practitioners. He plans on doing a deep dive and field people’s questions. He’s also a former F4 fighter pilot from the Air Force so he is.
InMoment XI
DECEMBER 2, 2009
Bob Caruso is the former head of JD Power’s VOC Center of Excellence. He’s giving a webinar next Monday (Dec 10) on the top 10 best practices of VOC practitioners. He plans on doing a deep dive and field people’s questions. He’s also a former F4 fighter pilot from the Air Force so he is.
InMoment XI
NOVEMBER 16, 2009
Many companies have gone through a reduction in force (RIF) recently (i.e. organizations have reduced staffing by nearly 5 million in the past 7 months!), and are now in the process of dealing with all of the changes forced by the RIF. Here are three tips for reengaging and protecting your talent pool.
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
InMoment XI
NOVEMBER 16, 2009
Many companies have gone through a reduction in force (RIF) recently (i.e. organizations have reduced staffing by nearly 5 million in the past 7 months!), and are now in the process of dealing with all of the changes forced by the RIF. Here are three tips for reengaging and protecting your talent pool.
InMoment XI
NOVEMBER 16, 2009
Many companies have gone through a reduction in force (RIF) recently (i.e. organizations have reduced staffing by nearly 5 million in the past 7 months!), and are now in the process of dealing with all of the changes forced by the RIF. Here are three tips for reengaging and protecting your talent pool.
InMoment XI
NOVEMBER 11, 2009
This blog post discusses the results of a quantitative survey that Allegiance recently conducted with voice of the employee (VOE) practitioners, including human resource vice presidents, directors and managers, as well as other HR-related titles. It also talks about why, in order for companies to create and maintain a sustainable competitive advantage once they economy rebounds, they not only need to be actively listening to their employees now in real-time to address and resolve any concerns th
InMoment XI
NOVEMBER 11, 2009
This blog post discusses the results of a quantitative survey that Allegiance recently conducted with voice of the employee (VOE) practitioners, including human resource vice presidents, directors and managers, as well as other HR-related titles. It also talks about why, in order for companies to create and maintain a sustainable competitive advantage once they economy rebounds, they not only need to be actively listening to their employees now in real-time to address and resolve any concerns th
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
InMoment XI
NOVEMBER 11, 2009
This blog post discusses the results of a quantitative survey that Allegiance recently conducted with voice of the employee (VOE) practitioners, including human resource vice presidents, directors and managers, as well as other HR-related titles. It also talks about why, in order for companies to create and maintain a sustainable competitive advantage once they economy rebounds, they not only need to be actively listening to their employees now in real-time to address and resolve any concerns th
InMoment XI
OCTOBER 28, 2009
At a recent luncheon with Voice of the Customer (VOC) practitioners in Atlanta, the author of this blog, Matt Bowman, director of campaign marketing for Allegiance, noticed a few trends emerging from the conversation. This blog discusses those trends and also provides some insight on why those topics have emerged as "top of mind" items with today's VOC practitioners.
InMoment XI
OCTOBER 28, 2009
At a recent luncheon with Voice of the Customer (VOC) practitioners in Atlanta, the author of this blog, Matt Bowman, director of campaign marketing for Allegiance, noticed a few trends emerging from the conversation. This blog discusses those trends and also provides some insight on why those topics have emerged as "top of mind" items with today's VOC practitioners.
InMoment XI
OCTOBER 28, 2009
At a recent luncheon with Voice of the Customer (VOC) practitioners in Atlanta, the author of this blog, Matt Bowman, director of campaign marketing for Allegiance, noticed a few trends emerging from the conversation. This blog discusses those trends and also provides some insight on why those topics have emerged as "top of mind" items with today's VOC practitioners.
Speaker: Miriam Connaughton and Donald Knight
As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.
InMoment XI
OCTOBER 12, 2009
A new research report from industry analyst firm Aberdeen Group called "Customer Experience Management: Engaging Loyal Customers to Evangelize Your Brand" reveals how organizations that achieve superior performance in customer retention and customer satisfaction grow and harvest customer advocates. In this blog post, the author shares some of the key findings from the report, and also discusses the role that customer feedback plays in these initiatives.
InMoment XI
OCTOBER 12, 2009
A new research report from industry analyst firm Aberdeen Group called "Customer Experience Management: Engaging Loyal Customers to Evangelize Your Brand" reveals how organizations that achieve superior performance in customer retention and customer satisfaction grow and harvest customer advocates. In this blog post, the author shares some of the key findings from the report, and also discusses the role that customer feedback plays in these initiatives.
InMoment XI
OCTOBER 12, 2009
A new research report from industry analyst firm Aberdeen Group called "Customer Experience Management: Engaging Loyal Customers to Evangelize Your Brand" reveals how organizations that achieve superior performance in customer retention and customer satisfaction grow and harvest customer advocates. In this blog post, the author shares some of the key findings from the report, and also discusses the role that customer feedback plays in these initiatives.
InMoment XI
SEPTEMBER 22, 2009
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.
Speaker: Jennifer Wright and Nick Barron
2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt
InMoment XI
SEPTEMBER 22, 2009
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.
InMoment XI
SEPTEMBER 22, 2009
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.
InMoment XI
SEPTEMBER 17, 2009
Everyone who's been watching TV or reading the news lately knows that banks have certainly had their fair share of challenges lately. But what's been interesting to watch is how those challenges and the fall out from big bank failures and the economic crisis have impacted bank and credit union customer loyalty and engagement levels.
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