InMoment XI
JUNE 19, 2013
In the early days, Voice of Customer was all about data collection, gathering customer feedback and creating engagement with customers. Analytics became important next as companies were trying to understand what the collected data might mean for the future of their businesses. Along with this, the ability to share data with others and integrate with other systems such as CRM and financial systems became the focus.
Customer Input
JUNE 5, 2013
With the increasing popularity of the term customer experience also comes confusion on its definition, giving the advantage to organizations that understand and have a genuine commitment it to further differentiate themselves from those who don’t. Articles Customer input Journal Featured Customer Experience Leadership
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Service Untitled
JUNE 7, 2013
Not many of us look forward to visiting the dentist, but it bears witness that those who ignore their teeth, eventually their teeth go away. Of course notwithstanding anything to the contrary, dentists along with their expertise to keep our smiles shining, should also prescribe to the ultimate quest of customer service no matter how advanced their dental education may have been. So what qualities should a dental office present?
Horizon CX
JUNE 17, 2013
I like pizza. I think I’m among a majority of people who do. And, pizza I would say is as much a commodity as coffee—although people certainly have their preferences and favorites for sure. While I’m not here to debate the nutritional merits of pizza, I will admit that I have this craving I must satisfy every couple of weeks. Therefore, pizza has been a regular element of my diet. I don’t share this very readily or very often with my nutritionist.
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Brad Cleveland
JUNE 7, 2013
Call Center Contact Center Videos Brad Cleveland Call Center Management On Fast Forward customer relationships Customer Service strategy support center
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
JUNE 5, 2013
We at Allegiance recently hosted the second annual VoCFusion conference, which brought together more than 300 voice of customer (VoC) and customer experience (CX) practitioners – roughly half of which were Allegiance clients – as well as thought leaders like Nate Silver, Bruce Temkin, and Esteban Kolsky, and veteran vendors from firms like Ernst & Young, Ipsos Loyalty, and Waypoint Group.
Customer Interactions
JUNE 20, 2013
Your Video Management System (VMS) is likely the most demanding application running on your network. Chances are no other application takes up more bandwidth. And if you’re recording video 24/7 (like most organizations do) your VMS is eating up even more bandwidth with high bit rate video. Here are three tips for taming the VMS beast.
Service Untitled
JUNE 14, 2013
Credit cards are an important way of life for most Americans. According to CreditCards.com , the average consumer has nearly $16,000 in credit card debt, and the average interest rates of credit cards range from 10.37% for those with excellent credit to 28% for instant approval credit cards. So are there different levels of service for credit card customers depending on one’s credit and past financial history?
InMoment XI
JUNE 5, 2013
We at Allegiance recently hosted the second annual VoCFusion conference, which brought together more than 300 voice of customer (VoC) and customer experience (CX) practitioners – roughly half of which were Allegiance clients – as well as thought leaders like Nate Silver, Bruce Temkin, and Esteban Kolsky, and veteran vendors from firms like Ernst & Young, Ipsos Loyalty, and Waypoint Group.
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Want to know where CX is heading in 2023? From the Metaverse and Web3 to how macroeconomic influences are impacting CX, this Trend Report will give you a taste of what is to come in the year ahead and beyond.
InMoment XI
JUNE 5, 2013
We at Allegiance recently hosted the second annual VoCFusion conference, which brought together more than 300 voice of customer (VoC) and customer experience (CX) practitioners – roughly half of which were Allegiance clients – as well as thought leaders like Nate Silver, Bruce Temkin, and Esteban Kolsky, and veteran vendors from firms like Ernst & Young, Ipsos Loyalty, and Waypoint Group.
InMoment XI
JUNE 13, 2013
Last month when Michael Allenson was asked to write a column for Loyalty360 that addressed voice of the customer and loyalty programs, no doubt the fever pitch that was swelling around his suburban Chicago neighborhood affected his editorial judgment. His contribution, Customer Engagement is a Two-Way Street (you need to register on the site to view this) gives. View Article
InMoment XI
JUNE 13, 2013
Last month when Michael Allenson was asked to write a column for Loyalty360 that addressed voice of the customer and loyalty programs, no doubt the fever pitch that was swelling around his suburban Chicago neighborhood affected his editorial judgement. His contribution, Customer Engagement is a Two-Way Street (you need to register on the site to view this) gives. View Article
InMoment XI
JUNE 13, 2013
Last month when Michael Allenson was asked to write a column for Loyalty360 that addressed voice of the customer and loyalty programs, no doubt the fever pitch that was swelling around his suburban Chicago neighborhood affected his editorial judgement. His contribution, Customer Engagement is a Two-Way Street (you need to register on the site to view this) gives. View Article
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Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.
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InMoment XI
JUNE 25, 2013
Back in November, 2008 the Corporate Executive Board proclaimed the Customer Effort Score™ or CES to be “the best measure of customer loyalty.” CES is derived from a question asked of customers who have recently contacted a company’s call center or experienced some other specific transaction with that company. “How How much effort did you personally. View Article
InMoment XI
JUNE 19, 2013
In the early days, Voice of Customer was all about data collection, gathering customer feedback and creating engagement with customers. Analytics became important next as companies were trying to understand what the collected data might mean for the future of their businesses. Along with this, the ability to share data with others and integrate with other systems such as CRM and financial systems became the focus.
InMoment XI
JUNE 19, 2013
In the early days, Voice of Customer was all about data collection, gathering customer feedback and creating engagement with customers. Analytics became important next as companies were trying to understand what the collected data might mean for the future of their businesses. Along with this, the ability to share data with others and integrate with other systems such as CRM and financial systems became the focus.
InMoment XI
JUNE 26, 2013
Allegiance has been tracking banking customer experience (CX) since 2007 as part of our Pulse of America benchmarking service. The resulting dataset tells us all kinds of interesting and useful things about the state of the industry. Now I thought I'd share some tidbits publicly. Look out for a series of related posts over the coming weeks. To begin, let's consider the state of banking CX at a high level.
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InMoment XI
JUNE 26, 2013
Allegiance has been tracking banking customer experience (CX) since 2007 as part of our Pulse of America benchmarking service. The resulting dataset tells us all kinds of interesting and useful things about the state of the industry. Now I thought I'd share some tidbits publicly. Look out for a series of related posts over the coming weeks. To begin, let's consider the state of banking CX at a high level.
InMoment XI
JUNE 26, 2013
Allegiance has been tracking banking customer experience (CX) since 2007 as part of our Pulse of America benchmarking service. The resulting dataset tells us all kinds of interesting and useful things about the state of the industry. Now I thought I'd share some tidbits publicly. Look out for a series of related posts over the coming weeks. To begin, let's consider the state of banking CX at a high level.
InMoment XI
JUNE 14, 2013
I had an amazing customer experience this week that I need to tell you about because it’s directly applicable to the automotive industry. My wife loves domaine de canton, a ginger flavored liqueur. Last Christmas I tried to track it down for her but couldn’t find it anywhere. I located the distributor who told. View Article. Automotive
InMoment XI
JUNE 14, 2013
I had an amazing customer experience this week that I need to tell you about because it’s directly applicable to the automotive industry. My wife loves domaine de canton, a ginger flavored liqueur. Last Christmas I tried to track it down for her but couldn’t find it anywhere. I located the distributor who told. View Article
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Want more from your customer experience program? This whitepaper outlines 5 tactics to improve your CX strategy and take your program to the next level. Download your copy now!
InMoment XI
JUNE 14, 2013
I had an amazing customer experience this week that I need to tell you about because it’s directly applicable to the automotive industry. My wife loves domaine de canton, a ginger flavored liqueur. Last Christmas I tried to track it down for her but couldn’t find it anywhere. I located the distributor who told. View Article
InMoment XI
JUNE 25, 2013
Back in November, 2008 the Corporate Executive Board proclaimed the Customer Effort Score™ or CES to be “the best measure of customer loyalty.” CES is derived from a question asked of customers who have recently contacted a company’s call center or experienced some other specific transaction with that company. “How How much effort did you personally. View Article
InMoment XI
JUNE 25, 2013
Back in November, 2008 the Corporate Executive Board proclaimed the Customer Effort Score™ or CES to be “the best measure of customer loyalty.” CES is derived from a question asked of customers who have recently contacted a company’s call center or experienced some other specific transaction with that company. “How How much effort did you personally. View Article
InMoment XI
JUNE 27, 2013
Above is an actual picture I snapped at my local dealership today. Cool idea. As I write, I’m sitting in the waiting area having taken my car in for service. The dealer principal tells me the idea of putting out fruit came from his wife. She didn’t like donuts. In this vein, I. View Article. Automotive
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