For the second year in a row, Allegiance was honored with the 2010 Service Leader Award for Enterprise Feedback Management (EFM) by CRM Magazine. It is especially gratifying to receive this award since customer satisfaction is one of the top criteria. Click here to read the full article.
The winner is selected through an extensive three-month [...]

I was recently interviewed by Tom Hoffman of the 1to1 Blog about the growing use of smartphones and how it is affecting the collection of customer feedback.
In the interview, I mentioned that it is important to first realize that today’s customers are in charge of the conversation. They want to speak to the company in [...]

Capitalizing on customer feedback requires more than the occasional sending of surveys in response to ad hoc business needs. It requires a strategic and ongoing dedication to hearing, listening, understanding and acting upon the VOC through a formal program built upon actively listening to customers and regularly taking a pulse of their level of engagement.
That [...]