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.
Service Untitled
MARCH 4, 2009
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer Service in Different Countries Douglas March 04, 2009 Customer Satisfaction , Customer Service 7 Comments The consulting company Accenture recently surveyed about 650 senior executives in different industries from 11 countries.
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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.
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.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
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
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: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
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.
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
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
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
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.
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
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: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
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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