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.

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.

In this blog post, the author discusses how if you listen to customer feedback, it can show you where and how to gain a competitive advantage, and even improve your customer loyalty and engagement.

In the work that we do here at Allegiance, we occassionally come across a company that is afraid to ask for or collect feedback from their customers or employees for fear of what those individuals might say–or that the only feedback that they’ll receive will be negative.

While this is a natural human concern, it isn’t a concern that typically matches up with reality.

Read this blog post to learn more about why collecting customer feedback is crucial to creating more value for your customers.

Bob Caruso, Managing Director, Endeavor Management, recently gave a presentation on the “Voice of the Customer (VOC) Initiative Success: Win Friends and Influence the C-Suite and Board.” As part of this presentation, he shared insights about how successfully defeating the opposition relates to The OODA Loop, a military strategy initially developed by Colonel John Boyd, a U.S. Air Force fighter pilot and military strategist. Read the full blog to learn more.

Dr. Gary Rhoads, Loyalty Expert and Co-Founder of Allegiance, offered the following “Five Easy Steps to Predictive Analytics: A Top Down Business Outcome Approach” during the online Engage eSummit. Read on to learn more about these five steps.