In a world where data and data analysis are becoming more important every year (or even every day), technical workers need... View Article
Hi everyone! I’ve been on the road pretty consistently for the last 4 weeks and there are definitely some themes... View Article
Stop falling prey to fad diets when it comes to your CX outcome metrics. The end of the calendar year... View Article
“That’s why we hired you!” The executive from the now defunct automotive brand was clearly agitated and I wasn’t helping things. “If our scores don’t go up, why would we continue to do business with you?” he bellowed, turning a worrisome shade of red. A fair... View Article
How Zions Bank used a consumer insight to create the experience their customers needed. Dr. Gary Rhoads, co-founder of Allegiance (now... View Article
Two very divergent trends are coming to a head, which could potentially change the way the industry does business. On... View Article
Katy Churches, Director of CX at American Family Insurance, discusses the importance of moments of truth in retaining your customer... View Article
Don’t Gamble with Customer Service. The sun rises in the east and sets in the west. Two plus two equals... View Article
As companies begin to embrace social media, many are using a ‘ready, fire, aim” approach. Companies should first create clear policies and determine if and how they will respond and what they intend to do with the feedback data.
How do customer service execs strike the right balance of cost and quality in the new age of the customer? This is one of the questions addressed in the complimentary webinar Customer Service in the Age of the Customer: The Secret to Balancing Cost and Customer Experience” on Monday, October 29, 2012, at 12 p.m. CDT (10 a.m. ET). The webinar is sponsored by the American Marketing Association (AMA).
Today I am thrilled to announce the creation of MaritzCX! Allegiance Software Inc. and Maritz Holdings Inc. have announced... View Article
We’re continuing our series on what it takes to design and execute a global Customer Experience Program. We’re fortunate at... View Article
Back in November, 2008 the Corporate Executive Board proclaimed the Customer Effort Score™ or CES to be “the best measure... View Article
Like mobile in general, mobile surveys have gotten major ink lately. Rightly so. They provide a lot of value. They help us reach target audiences at more contextually relevant times and in more contextually relevant places. They also help us collect feedback about increasingly important mobile interactions. With our partner OnePoint Global, we’re capitalizing on this value alongside many others in the customer experience and loyalty world. But more recently we've realized that dedicated mobile surveys aren't enough. All surveys are mobile now, whether we design them to be or not.
Jeff Bezos, CEO of Amazon.com said, “We see our customers as invited guests to a party, and we are the... View Article
Redefining what an auto company does could be useful
How much difference does the customer’s engagement make to the customer experience? Note: the customer’s engagement NOT customer engagement. Or,... View Article
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.