Author Archives: Allegiance
Charting Your Customer Loyalty Course
I was recently sitting in a meeting with an Enterprise Feedback Management (EFM) analyst discussing the future of our industry and the comment was made that: “EFM technology was just a means to an end.” The following story illustrates my … Continue reading
Enterprise Feedback Management Market Growing
I recently returned from the Gartner Customer Relationship Management (CRM) conference in London. While there, I was encouraged to hear about the growth of the Enterprise Feedback Management (EFM) market. It seems that the EFM market, in conjunction with CRM … Continue reading
Community:More Items to Consider Before Diving into this New World
Something I have come to understand because of this new community wave is that employee and customer communities have existed in our corporate spheres for a long time, even before the modern day internet. Anyone remember CompuServe or the old … Continue reading
Credit Unions Brace for Financial Assessment; Look for Ways to Do More with Less
I was fortunate enough to attend this year’s CUNA Government Affairs Conference (GAC) in Washington, DC. Someday I’ll probably tell my kids “I was there when it was all going down.” I literally stood a few hundred feet from the … Continue reading
Customer Care and the Flight of the Ostrich
I love Wikipedia. It’s great for confirming or denying facts, pseudofacts, rumors etc. I was curious this evening about ostriches. Specifically, whether ostriches really bury their heads in the sand to avoid facing things. This is what I found: “Contrary … Continue reading
Community: Items to Consider before Diving into this New World
I don’t know if you have noticed but the internet has morphed (again) recently. The hot new word on the street is “community.” Before I get too far into my thoughts on this subject, we should get our terms straight. … Continue reading
Observations from BAI 2008: Banking, Innovation and the Current Leadership Gap
There is a real sense of fear in the banking industry right now, and at the 2008 BAI Retail Delivery Conference and Expo, a conference at which we just exhibited last week, that fear was almost palpable. While in any … Continue reading
Two Tips to Improve Your Success: Use More Than One Metric and Understand Why Your Customers Buy
I’ve had a bunch of phone calls and conversations about a recent paper I wrote called “Do you know why your customers really buy,” which explores how using attitudinal data is critical to driving real business change. Based on that, … Continue reading
Increasing Customer and Employee Engagement
The most expensive things in this world are those that are rare. What you treasure and that you protect the most are those things that cannot easily be replaced. If you think about it, the highest thing you and your … Continue reading
Increasing Customer and Employee Engagement
The most expensive things in this world are those that are rare. What you treasure and that you protect the most are those things that cannot easily be replaced. If you think about it, the highest thing you and your … Continue reading