We hear it from businesses every day – how can they gather customer feedback from surveys, social media, Web, e-mail, call centers, etc. and respond quickly to avoid losing customers? And what is the best way to turn feedback into insights that can be acted upon to improve their business? Allegiance conducted blind focus groups [...]

Not long ago, when customers had an issue with poor product or service, they had limited options. Either they could write a letter using pen and paper, or they could make a phone call hoping to talk with someone who could make a difference. Getting the company’s attention was only the beginning. Getting a response [...]

My last business trip resulted in no less than four feedback opportunities: the airline, the hotel, the rental car company and the travel agency.  Each of these organizations sought my feedback to help improve my customer experience.  Marvelous! It seems every time I buy a product or service, the provider offers the opportunity to give them [...]

It’s now commonplace for companies to ask for customer feedback by email, phone or even the mail. But that’s just one factor in VOC success. CustomerThink research has identified the following five major pitfalls to VOC success: 1. Lack of executive support to drive change Being customer-centric is easy to say but hard to do [...]

While doing my Christmas shopping this past season, it seemed most every store had a survey they wanted me to take. Their clerks dutifully circled the survey website with their pen and told me about a juicy incentive to get me to fill it out. Since I’m in the business I decided to take all [...]

At a recent luncheon with Voice of the Customer (VOC) practitioners in Atlanta, the author of this blog, Matt Bowman, director of campaign marketing for Allegiance, noticed a few trends emerging from the conversation. This blog discusses those trends and also provides some insight on why those topics have emerged as “top of mind” items with today’s VOC practitioners.