In the current economy, there is a very real and growing concern about how to gain and to keep customers. This was apparent at the 2008 North American Conference on Customer Management (NACCM) this year, with attendance lower than it has been in some time. The irony is that much of what was presented provided [...]

Here at Allegiance, we spend a lot of time talking to customers and potential sales prospects about engagement. But if you’re new to the engagement arena, you may ask: What is engagement? And why should my business care about it?
Since we’re going to be blogging about engagement and other related topics moving forward, I thought [...]

I got a very complimentary email from a customer not too long ago thanking both myself and my team for getting back to them quickly. While this e-mail was very nice and I was really glad that our customer was happy, it did make me wonder: What kind of customer response times are other businesses [...]