It was the eighth week in a row checking into the same hotel in Downtown Philadelphia. I recognized the attendant... View Article
This is the 27th year of the AMA’s Advanced Research Techniques (ART) Forum, where academics and practitioners discuss the latest... View Article
An ancient Scottish proverb says “you can’t make a sheep fatter by weighing it”. Good CX leaders know that measuring... View Article
Our experiences as customers can be moving and memorable. Think about the last time you received above-and-beyond service. You might... View Article
Nobody ever starts a new job and then thinks, “Whoa, I had to use a badge to enter the building?... View Article
Multi-Mode – this term used to bring up images of many different workflows that generally required a lot of work... View Article
Recently I completed a customer satisfaction survey for United Airlines after a particularly bad experience even by airline standards. I actually... View Article
Apple founder Steve Jobs said when announcing the iPhone in 2007, “Every once in awhile a revolutionary product comes along that changes everything.” However, the product is only part of the story. Revolutionary products such as the iPhone flourish by providing a fantastic customer experience. It’s the product, the in-store experience, the applications, the customer service, the whole ecosystem. In today’s globally competitive world, companies that want to succeed must combine innovation with customer needs and satisfaction.
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.
Today I am thrilled to announce the creation of MaritzCX! Allegiance Software Inc. and Maritz Holdings Inc. have announced... 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.
What You Need to Know to Take Your Customer Relationships to the Next Level. Maintaining a steady customer base is crucial to growing a business. And a key factor in achieving that goal is improving customer satisfaction, loyalty and engagement. But the question is: Where do you start?
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.
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.
We’re continuing our series on what it takes to design and execute a global Customer Experience Program. We’re fortunate at... View Article
Jeff Bezos, CEO of Amazon.com said, “We see our customers as invited guests to a party, and we are the... View Article
How much difference does the customer’s engagement make to the customer experience? Note: the customer’s engagement NOT customer engagement. Or,... View Article