http://www.blogtalkradio.com/allegianceAll companies have different ways of engaging their customers and employees. Join us as we discuss the best practices of building a better VOC/VOE program. Topics include: Survey Design and Implementation Data Mining Strategic Action Planning Gathering Data through Social Media Gaining insights through actionable data (its more than just a score!) Strategic and Tactical Action Planning Customer and Employee Feedback And more!!enCopyright Jeffrey Olsen (C/O Blogtalkradio)Sat, 15 Jun 2019 03:30:00 GMTThu, 15 May 2014 15:30:00 GMTBusinessBlogTalkRadio Feed v2.0https://dasg7xwmldix6.cloudfront.net/hostpics/186103d6-3949-4fb7-b638-d06cd55be8b5_download1.jpghttp://www.blogtalkradio.com/allegianceAll companies have different ways of engaging their customers and employees. Join us as we discuss the best practices of building a better VOC/VOE program. Topics include: Survey Design and Implementation Data Mining Strategic Action Planning Gathering Data through Social Media Gaining insights through actionable data (its more than just a score!) Strategic and Tactical Action Planning Customer and Employee Feedback And more!!feeds@blogtalkradio.comBlogTalkRadio.combusiness,customer,survey,feedback,voc,loyalty,employee,engagement,experience,satisfactionMaritzCXnoAll companies have different ways of engaging their customers and employees. Join us as we discuss the best practices of building a better VOC/VOE program. Toepisodichttp://www.blogtalkradio.com/allegiance/2014/05/15/achieving-worklife-balanceBusinesshttp://www.blogtalkradio.com/allegiance/2014/05/15/achieving-worklife-balance/#commentshttp://www.blogtalkradio.com/allegiance/2014/05/15/achieving-worklife-balanceThu, 15 May 2014 15:30:00 GMTAchieving Work/Life BalanceJoin us as we chat with Stefan Osthaus.   Stefan is the founder of mybalance, an institution for Life Balance self-improvement and consultancy. He has more than fifteen years of leadership experience in global corporations and has successfully driven Life Balance programs tying sustainable employee environments together with stellar customer experience. Past leadership positions include Vice President of Global Marketing, Vice President of Worldwide Customer Care as well as Vice President of Customer and Employee Experience. In his latest book, The End of Work-Life Balance, Stefan shook up the myth of work-life balance and guides his readers to a more balanced life. Stefan studied at the University of Münster (Germany) and San Diego State University and holds a degree in Business Administration.   00:20:00MaritzCXnoWork Life Balance,Employee,Voice of the Customer,Osthaus,BalanceJoin us as we chat with Stefan Osthaus.   Stefan is the founder of mybalance, an institution for Life Balance self-improvement and consultancy. He has more thahttp://www.blogtalkradio.com/allegiance/2014/05/01/voc-expert-series-joe-wheeler-of-the-service-profit-chain-institute-1Businesshttp://www.blogtalkradio.com/allegiance/2014/05/01/voc-expert-series-joe-wheeler-of-the-service-profit-chain-institute-1/#commentshttp://www.blogtalkradio.com/allegiance/2014/05/01/voc-expert-series-joe-wheeler-of-the-service-profit-chain-institute-1Thu, 01 May 2014 20:44:58 GMTVOC Expert Series: Joe Wheeler of The Service Profit Chain InstituteJoe Wheeler is the Executive Director of The Service Profit Chain Institute, a Boston-based consulting firm dedicated to helping companies achieve better performance by improving the linkage between employees, customers and profits. The Service Profit Chain Institute was founded by Mr. Wheeler and Professors James Heskett and W. Earl Sasser of the Harvard Business School, to partner with companies to bring the concepts associated with The Service Profit Chain® to life in their own organizations. In 2008 Joe co-authored a new book: The Ownership Quotient, Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage (HBS Press Dec 2008) with Professors’ Heskett and Sasser. 00:13:00MaritzCXnoService,Customer Service,VOC,Voice of the Customer,ExperienceJoe Wheeler is the Executive Director of The Service Profit Chain Institute, a Boston-based consulting firm dedicated to helping companies achieve better perforhttp://www.blogtalkradio.com/allegiance/2014/04/29/building-your-brand-an-interview-with-robert-stephens-of-the-geek-squad-2Businesshttp://www.blogtalkradio.com/allegiance/2014/04/29/building-your-brand-an-interview-with-robert-stephens-of-the-geek-squad-2/#commentshttp://www.blogtalkradio.com/allegiance/2014/04/29/building-your-brand-an-interview-with-robert-stephens-of-the-geek-squad-2Tue, 29 Apr 2014 18:28:59 GMTBuilding your Brand: An interview with Robert Stephens of The Geek SquadJoin us live from the VOC Fusion Event in Las Vegas, Nevada as we chat with Robert Stephens, founder and former CEO of The Geek Squad.  Robert shares with us his formula for success on how he built an internationally recognized brand from a $200.00 investment.  He also shares with us his ideas on how important it is to engage your employees to build a great customer relationship. 00:17:00MaritzCXnoCEXP,Customer Experience,VOC,Voice of the Customer,SurveyJoin us live from the VOC Fusion Event in Las Vegas, Nevada as we chat with Robert Stephens, founder and former CEO of The Geek Squad.  Robert shares with us hihttp://www.blogtalkradio.com/allegiance/2013/10/11/nps-and-kpis--do-they-really-motivate-employeesBusinesshttp://www.blogtalkradio.com/allegiance/2013/10/11/nps-and-kpis--do-they-really-motivate-employees/#commentshttp://www.blogtalkradio.com/allegiance/2013/10/11/nps-and-kpis--do-they-really-motivate-employeesFri, 11 Oct 2013 22:30:00 GMTNPS and KPI's-- Do they really motivate employees? It's no secret that many companies use Key Performance Indicators (KPI's) as a metric to reward and punish employees.  When we try to use Net Promoter (r) as a KPI does it help or hinder an employee's growth and success. Join us as we discuss best practices surrounding NPS and KPI's and explore the do's and don'ts when using NPS as a metric to gauge employee performance. 00:16:00MaritzCXnoNPS,Net Promoter,Business,Employee,SatisfactionIt's no secret that many companies use Key Performance Indicators (KPI's) as a metric to reward and punish employees.  When we try to use Net Promoter (r) as ahttp://www.blogtalkradio.com/allegiance/2013/06/11/voc-expert-series-jennifer-beyer-of-allegianceBusinesshttp://www.blogtalkradio.com/allegiance/2013/06/11/voc-expert-series-jennifer-beyer-of-allegiance/#commentshttp://www.blogtalkradio.com/allegiance/2013/06/11/voc-expert-series-jennifer-beyer-of-allegianceTue, 11 Jun 2013 20:30:00 GMTVOC Expert Series: Jennifer Beyer of AllegianceJoin us as we welcome Jennifer Beyer of Allegiance.  Jennifer is currelty the Vice President of Best Practices at Allegiance.  She has a diverse background supporting business-to-business and business-to-consumer market share growth through insights to action. Architect of several technology platforms, including one of the first digital telephony switches in New England and the data systems and software of the customer satisfaction programs at the largest financial firm in the nation.  Jennifer was recently awarded Utah's "Top 40 under 40."00:20:00MaritzCXnoVOC,Customer,Feedback,Experience,SurveyJoin us as we welcome Jennifer Beyer of Allegiance.  Jennifer is currelty the Vice President of Best Practices at Allegiance.  She has a diverse background supphttp://www.blogtalkradio.com/allegiance/2013/05/31/voc-expert-series-shannon-gronemeyer-of-ccsBusinesshttp://www.blogtalkradio.com/allegiance/2013/05/31/voc-expert-series-shannon-gronemeyer-of-ccs/#commentshttp://www.blogtalkradio.com/allegiance/2013/05/31/voc-expert-series-shannon-gronemeyer-of-ccsFri, 31 May 2013 00:30:00 GMTVOC Expert Series: Shannon Gronemeyer of CCS Join us as we welcome Shannon Gronemeyer, Founder and CEO of Customer Centered Strategies. Shannon has driven global customer operations executive with proven track record in operational analysis, strategic planning, organizational transformation, cost leadership and M&A related integration. Demonstrated commitment to the development of a high performance culture that embodies customer experience excellence, continual process improvement, cross-functional teaming and individual accountability. Experienced in driving sales effectiveness through channel strategy development, sales training and global sales coordination. Focused on development and automation of processes, tools, systems, and information designed to enhance sales and customer service effectiveness and efficiency. 00:16:00MaritzCXnoCustomer,Experience,VOC,Voice,FeedbackJoin us as we welcome Shannon Gronemeyer, Founder and CEO of Customer Centered Strategies. Shannon has driven global customer operations executive with provenhttp://www.blogtalkradio.com/allegiance/2013/05/29/voc-expert-series-michael-starr-of-strativityBusinesshttp://www.blogtalkradio.com/allegiance/2013/05/29/voc-expert-series-michael-starr-of-strativity/#commentshttp://www.blogtalkradio.com/allegiance/2013/05/29/voc-expert-series-michael-starr-of-strativityWed, 29 May 2013 21:00:00 GMTVOC Expert Series: Michael Starr of StrativityMichael is a principal at Strativity Group, the leading consulting firm focused exclusively on customer experience management, the science and art of helping companies become more profitable by become more customer-centric.  Michael is an expert in building the business case for investments in customer experience and in identifying the key drivers of customer loyalty.  At Strativity, Michael has worked with a wide array of Global 1000 and emerging companies in the Financial Services, Health Care, Logistics, Automotive and Retail industries. Michael joined Strativity Group after helping to lead the transformation in the customer experience at American Express, where he was Director of Customer Experience for almost four years.  Some of Michael's accomplishments at American Express included: transforming the customer metrics and incentive structure to increase the focus on customer experience, identifying the key drivers of customer loyalty at both the process and the product level, linking customer loyalty to business outcomes, and developing and managing American Express’ differentiated care strategy. Prior to working at American Express, Starr was a consultant at Bain & Company where he worked on a variety of operations and customer segmentation strategy projects, including one that improved the customer experience in general servicing for a leading credit card issuer in the United States.  Starr completed his undergraduate degree at Columbia University and earned his MBA from the Graduate School of Business at Columbia University. 00:18:00MaritzCXnoCustomer,Experience,VOC,Voice,FeedbackMichael is a principal at Strativity Group, the leading consulting firm focused exclusively on customer experience management, the science and art of helping cohttp://www.blogtalkradio.com/allegiance/2013/05/28/voc-expert-series-diane-magersBusinesshttp://www.blogtalkradio.com/allegiance/2013/05/28/voc-expert-series-diane-magers/#commentshttp://www.blogtalkradio.com/allegiance/2013/05/28/voc-expert-series-diane-magersTue, 28 May 2013 18:00:00 GMTVOC Expert Series: Diane Magers Next in our series from the VOC Fusion Event in Las Vegas, Nevada.   Diane Magers is  a Customer Experience Executive with Customer Experience Catalysts.  Diane helps organizations identify and optimize their opportunities to engage their customers. Previous to Customer Experience Catalysts, Diane developed and led the Customer Engagement organization as Senior Director for Customer Engagement, Sales and Marketing for Sysco Corporation. She brings 27 years of experience as a customer experience, sales and marketing professional, with a focus on customer experience solutions to drive measurable business results.  Also, Diane was previously the Director of Sales and Marketing for Sygma, a $4 billion subsidiary of Sysco, and was responsible for direct client management, business development, multi-channel marketing and formulating and monitoring customer engagement strategies and activities. Diane Magers holds an M.S. in Clinical Psychology and an MBA.  She is Net Promoter Score (NPS), Voice of Customer and Customer Experience Management certified.  She is a founding member of the Customer Experience Professional Association. 00:24:00MaritzCXnoVOC,Customer,Survey,Loyalty,ExperienceNext in our series from the VOC Fusion Event in Las Vegas, Nevada.   Diane Magers is  a Customer Experience Executive with Customer Experience Catalysts.  Dihttp://www.blogtalkradio.com/allegiance/2013/05/22/voc-expert-series-kate-woodcock-of-vmwareBusinesshttp://www.blogtalkradio.com/allegiance/2013/05/22/voc-expert-series-kate-woodcock-of-vmware/#commentshttp://www.blogtalkradio.com/allegiance/2013/05/22/voc-expert-series-kate-woodcock-of-vmwareWed, 22 May 2013 18:00:00 GMTVOC Expert Series: Kate Woodcock of VMware Join us as we welcome Kate Woodcock. Kate is the Director of Customer Experience Programs at VMware, Inc.  VMware is the global leader in virtualization and cloud infrastructure. VMware boasts more than 500,000 customers and 55,000 partners worldwide. Kate champions the customer viewpoint within VMware, focused on collecting meaningful and actionable insights and aligning improvement initiatives with customer priorities. 00:18:00MaritzCXnoVMWare,Customer,Experience,VOC,FeedbackJoin us as we welcome Kate Woodcock. Kate is the Director of Customer Experience Programs at VMware, Inc.  VMware is the global leader in virtualization and clhttp://www.blogtalkradio.com/allegiance/2013/05/21/voc-expert-series-bob-hayes-of-business-over-broadwayBusinesshttp://www.blogtalkradio.com/allegiance/2013/05/21/voc-expert-series-bob-hayes-of-business-over-broadway/#commentshttp://www.blogtalkradio.com/allegiance/2013/05/21/voc-expert-series-bob-hayes-of-business-over-broadwayTue, 21 May 2013 17:00:00 GMTVOC Expert Series: Bob Hayes of Business over Broadway Join us as we welcome Bob Hayes of Business over Broadway. Bob Hayes, PhD is the Chief Customer Officer of TCELab and president of Business Over Broadway. At TCELab, he is responsible for product management and customer happiness. He is considered a thought leader in the field of customer experience management. He conducts research on customer feedback programs, customer experience / satisfaction / loyalty measurement and shares his insights through his talks, blogs and books (see Beyond the Ultimate Question and Measuring Customer Satisfaction and Loyalty).  Bob holds a PhD from Bowling Green State University in industrial organizational psychology. 00:16:00MaritzCXnoCustomer,Experience,VOC,Loyalty,CEXPJoin us as we welcome Bob Hayes of Business over Broadway. Bob Hayes, PhD is the Chief Customer Officer of TCELab and president of Business Over Broadway. Athttp://www.blogtalkradio.com/allegiance/2013/04/05/telling-a-story-with-data-miningBusinesshttp://www.blogtalkradio.com/allegiance/2013/04/05/telling-a-story-with-data-mining/#commentshttp://www.blogtalkradio.com/allegiance/2013/04/05/telling-a-story-with-data-miningFri, 05 Apr 2013 22:00:00 GMTGaining Customer Insights through Data MiningWhat exactly is Data Mining and why should you care?  Join us as we chat with Allegiance VP of Product Al Nevarez.  Al is an expert in the field of Data Mining and will help us understand how Data Mining works and how it can really "tell a story" with your data to help you gain more insights into your customers and employees.00:35:00MaritzCXnoCustomer,Growth,Feedback,Success,InsightsWhat exactly is Data Mining and why should you care?  Join us as we chat with Allegiance VP of Product Al Nevarez.  Al is an expert in the field of Data Mininghttp://www.blogtalkradio.com/allegiance/2012/12/14/in-the-trenches-with-voc-an-interview-with-hirevueBusinesshttp://www.blogtalkradio.com/allegiance/2012/12/14/in-the-trenches-with-voc-an-interview-with-hirevue/#commentshttp://www.blogtalkradio.com/allegiance/2012/12/14/in-the-trenches-with-voc-an-interview-with-hirevueFri, 14 Dec 2012 23:00:00 GMTIn the Trenches with VOC: An interview with HireVueJoin us as we chat with Porter Williams and Jacob Bauer of HireVue.  HireVue is the leading provider of Digital Interview services and serves companies such as Wal Mart, Starbucks and Nike.  We will discuss the history of HireVue's VOC and VOE programs and learn from their unique approach, as well as share some best practices for those of you who are looking to create a VOC program, or improve on the program that you already have!00:31:00MaritzCXnoVOC,Customer,Feedback,HireVue,ExperienceJoin us as we chat with Porter Williams and Jacob Bauer of HireVue.  HireVue is the leading provider of Digital Interview services and serves companies such ashttp://www.blogtalkradio.com/allegiance/2012/09/28/so-youve-been-assigned-to-create-a-customer-surveypart-2Businesshttp://www.blogtalkradio.com/allegiance/2012/09/28/so-youve-been-assigned-to-create-a-customer-surveypart-2/#commentshttp://www.blogtalkradio.com/allegiance/2012/09/28/so-youve-been-assigned-to-create-a-customer-surveypart-2Fri, 28 Sep 2012 22:00:00 GMTSo you've been assigned to create a customer survey...Part 2 Join Jeff Olsen, Director of Education at Allegiance Inc, and survey design expert as he continues the discussion on basic survey design. This is the second part or "sequel" to part one of our mini series on basic things to know to create an outstanding customer survey. We will discuss the four qualities of good question design, and how to effectively use scales and tables in your survey. Ever get invited to take a survey that you either didn't take or never finished?  Come learn a few tips to make your survey more salient and valuable. Email us if you have a suggestion for a future show: education@allegiance.com   00:31:00MaritzCXnoCustomer,Survey,Loyalty,Questionnaire,BusinessJoin Jeff Olsen, Director of Education at Allegiance Inc, and survey design expert as he continues the discussion on basic survey design. This is the second phttp://www.blogtalkradio.com/allegiance/2012/09/07/so-youve-been-assigned-to-create-a-customer-surveyBusinesshttp://www.blogtalkradio.com/allegiance/2012/09/07/so-youve-been-assigned-to-create-a-customer-survey/#commentshttp://www.blogtalkradio.com/allegiance/2012/09/07/so-youve-been-assigned-to-create-a-customer-surveyFri, 07 Sep 2012 22:00:00 GMTSo you've been assigned to create a customer survey...... Congratulations!  You drew the short straw.  Your company or department has determined that they need a customer survey and you have been selected to create it.  Join us for part one of this "mini bootcamp" as we go over some basic steps to create an effective survey that will get the information you need and make you look like a hero! 00:29:00MaritzCXnoSurvey,Customer,Feedback,Questionnaire,PollCongratulations!  You drew the short straw.  Your company or department has determined that they need a customer survey and you have been selected to create ithttp://www.blogtalkradio.com/allegiance/2012/08/03/listening-to-your-employees-is-it-really-worth-itBusinesshttp://www.blogtalkradio.com/allegiance/2012/08/03/listening-to-your-employees-is-it-really-worth-it/#commentshttp://www.blogtalkradio.com/allegiance/2012/08/03/listening-to-your-employees-is-it-really-worth-itFri, 03 Aug 2012 20:00:00 GMTListening to your Employees... is it really worth it? Do you care what your employees think?  Is it worthwhile to build a Voice of the Employee (VOE) program?  What are the benefits?  Where do you start? Join us as we chat with Bruce Parkinson, Director of Employee Engagement at Cummins. Bruce has been heavily involved in Human Resources at Cummins and building out a state of the art Voice of the Employee program. We will ask Bruce for his "do's and don'ts" when setting up a quality Employee Engagement program.  After listening in, you may find a few great ideas to help propel your own program. 00:21:00MaritzCXnoEmployee,Engagement,Voice,Survey,LoyaltyDo you care what your employees think?  Is it worthwhile to build a Voice of the Employee (VOE) program?  What are the benefits?  Where do you start? Join ushttp://www.blogtalkradio.com/allegiance/2012/07/10/cameron-conway-of-equifax-voc-in-the-real-worldBusinesshttp://www.blogtalkradio.com/allegiance/2012/07/10/cameron-conway-of-equifax-voc-in-the-real-world/#commentshttp://www.blogtalkradio.com/allegiance/2012/07/10/cameron-conway-of-equifax-voc-in-the-real-worldTue, 10 Jul 2012 22:00:00 GMTCameron Conway of Equifax: VOC in the real world! Question: How did you start your VOC career? Answer: "Beer and Hot Dogs!" Join us as we chat with Cameron Conway, AVP of customer insights at Equifax. As part of the Customer Insights team within the Marketing Strategy group, Cameron is responsible for driving Voice of Customer execution across all of the Equifax business units.  Cameron has also worked  as the Director of Business Consulting at Satmetrix.  Cameron reviews his foray from industry consultant to actually implementing and managing a large-scale VOC program.  Come listen as he shares his struggles and victories. 00:19:00MaritzCXnoVOC,Customer,Loyalty,Equifax,FeedbackQuestion: How did you start your VOC career? Answer: "Beer and Hot Dogs!" Join us as we chat with Cameron Conway, AVP of customer insights at Equifax. As parhttp://www.blogtalkradio.com/allegiance/2012/06/15/the-future-of-voc-interview-with-andrew-mcinnesBusinesshttp://www.blogtalkradio.com/allegiance/2012/06/15/the-future-of-voc-interview-with-andrew-mcinnes/#commentshttp://www.blogtalkradio.com/allegiance/2012/06/15/the-future-of-voc-interview-with-andrew-mcinnesFri, 15 Jun 2012 14:30:00 GMTThe Future of VOC: Interview with Andrew McInnesJoin us as we chat with Andrew McInnes, former analyst with Forrester Research.  Andrew led Forrester's research and consulting on voice of the customer (VoC), voice of the employee (VoE), and customer journey mapping best practices. Established Forrester's research on the VoC technology market. Regularly spoke at industry events and contributed to industry publications, such as 1to1 Magazine, CRM Magazine, and Computerworld. 00:17:00MaritzCXnoForrester,VOC,Customer,Loyalty,FeedbackJoin us as we chat with Andrew McInnes, former analyst with Forrester Research.  Andrew led Forrester's research and consulting on voice of the customer (VoC),http://www.blogtalkradio.com/allegiance/2012/06/08/voice-of-the-customer-experts-phil-morin-of-sapBusinesshttp://www.blogtalkradio.com/allegiance/2012/06/08/voice-of-the-customer-experts-phil-morin-of-sap/#commentshttp://www.blogtalkradio.com/allegiance/2012/06/08/voice-of-the-customer-experts-phil-morin-of-sapFri, 08 Jun 2012 22:00:00 GMTVoice of the Customer Experts: Phil Morin of SAP Want to learn what it is like 'in the trenches' of Voice of the Customer?  Join us as we interview Phil Morin of SAP.  Phil is the Vice President of Global Customer Experience at SAP.  SAP is Headquartered in Walldorf Germany and is regarded as the market leader in enterprise application software.  SAP supports over 183,000 customers worldwide and employs over 55,000 employees in locations throughout the world.  Recently, SAP launched their VOC program "SAP Listens."   00:12:00MaritzCXnoCustomer,Experience,VOC,Loyalty,SurveyWant to learn what it is like 'in the trenches' of Voice of the Customer?  Join us as we interview Phil Morin of SAP.  Phil is the Vice President of Global Cushttp://www.blogtalkradio.com/allegiance/2012/06/07/voice-of-the-customer-experts-rob-markey-of-bain-coBusinesshttp://www.blogtalkradio.com/allegiance/2012/06/07/voice-of-the-customer-experts-rob-markey-of-bain-co/#commentshttp://www.blogtalkradio.com/allegiance/2012/06/07/voice-of-the-customer-experts-rob-markey-of-bain-coThu, 07 Jun 2012 22:00:00 GMTVoice of the Customer Experts: Rob Markey of Bain and Co. Join us as we chat with Rob Markey.  Rob Markey is a Partner at Bain and Company, and leads the firm's global Customer Strategy & Marketing practice. He has worked hand-in-hand with Fred Reichheld, Bain Fellow, since joining the firm in 1990.  They regularly collaborate on client work, speaking engagements and authoring articles and other materials.  Since 2006, shortly after publication of The Ultimate Question, Rob has led the NPS Loyalty Forum. 00:19:00MaritzCXnoNet Promoter,Loyalty,Customer,VOC,BainJoin us as we chat with Rob Markey.  Rob Markey is a Partner at Bain and Company, and leads the firm's global Customer Strategy & Marketing practice. He has wohttp://www.blogtalkradio.com/allegiance/2012/06/01/storytelling-with-data-dashboarding-dos-and-donts-1Businesshttp://www.blogtalkradio.com/allegiance/2012/06/01/storytelling-with-data-dashboarding-dos-and-donts-1/#commentshttp://www.blogtalkradio.com/allegiance/2012/06/01/storytelling-with-data-dashboarding-dos-and-donts-1Fri, 01 Jun 2012 23:30:00 GMTStorytelling with Data: Dashboarding do's and dont's Join us as we welcome Cole Nussbaumer, people analytics expert at Google.  Cole will discuss best practices regarding data reporting and dashboard design. Can your execs read your dashboards in under 10 seconds? Listen in as we share what Cole has created at Google. 00:12:00MaritzCXnoSurvey,Google,Customer,Dashboard,DataJoin us as we welcome Cole Nussbaumer, people analytics expert at Google.  Cole will discuss best practices regarding data reporting and dashboard design. Canhttp://www.blogtalkradio.com/allegiance/2012/02/27/the-top-9-ways-to-increase-your-customer-loyaltyBusinesshttp://www.blogtalkradio.com/allegiance/2012/02/27/the-top-9-ways-to-increase-your-customer-loyalty/#commentshttp://www.blogtalkradio.com/allegiance/2012/02/27/the-top-9-ways-to-increase-your-customer-loyaltyMon, 27 Feb 2012 17:00:00 GMTThe Top 9 Ways to Increase your Customer LoyaltyJoin us as we outline strategies for increasing your customer loyalty.  Allegiance has proven research and technology to help you learn the 9 proven methods to increase customer loyalty and engagement. As a show participant, you will also get access to our free whitepaper on building customer loyalty.  If you care about your customers and want to improve your bottom line, this is the show for you! 00:30:00MaritzCXnoCustomer Loyalty,Engagement,Voice of the Customer,Customer,SatisfactionJoin us as we outline strategies for increasing your customer loyalty.  Allegiance has proven research and technology to help you learn the 9 proven methods tohttp://www.blogtalkradio.com/allegiance/2012/02/03/survey-analysis-getting-insights-via-text-analyticsBusinesshttp://www.blogtalkradio.com/allegiance/2012/02/03/survey-analysis-getting-insights-via-text-analytics/#commentshttp://www.blogtalkradio.com/allegiance/2012/02/03/survey-analysis-getting-insights-via-text-analyticsFri, 03 Feb 2012 23:00:00 GMTSurvey Analysis: Getting insights via Text Analytics If you design surveys, you undoubtedly have included open-ended questions in your survey design.   Evaluating the open-ended data can be painful and time consuming as you read through each comment, trying to categorize and find relevant insights into your data. Join us as we talk with Eric Weight, formerly of Attensity and now the Text Analytics product manager at Allegiance.  Eric will introduce us to the science of Text Analytics and help you understand what types of tools are available to help you gain insights from your verbatim data. Also remember to join us at this year's largest Voice of the Customer conference in Las Vegas Nevada.  Go to http://www.vocfusion.com for more information. 00:30:00MaritzCXnoCustomer,Voice,VOC,Survey,AnalysisIf you design surveys, you undoubtedly have included open-ended questions in your survey design.   Evaluating the open-ended data can be painful and time conshttp://www.blogtalkradio.com/allegiance/2011/10/07/survey-design-dos-and-dontsBusinesshttp://www.blogtalkradio.com/allegiance/2011/10/07/survey-design-dos-and-donts/#commentshttp://www.blogtalkradio.com/allegiance/2011/10/07/survey-design-dos-and-dontsFri, 07 Oct 2011 21:00:00 GMTSurvey Design Do's and Don'ts Have you ever read a survey that just didn't make sense?  Can you spot a "double barreled" question?  Do your questions have bias?  Join us as we discuss some easy to remember and implement "Do's and Dont's" with Survey Design.  Join Jeff Olsen, consultant and seasoned survey designer for many fortune 500 companies, as he shares with you some tips to make your surveys more successful. 00:14:00MaritzCXnoSurvey,Feedback,Business,Satisfaction,EmployeeHave you ever read a survey that just didn't make sense?  Can you spot a "double barreled" question?  Do your questions have bias?  Join us as we discuss somehttp://www.blogtalkradio.com/allegiance/2011/06/10/the-science-of-customer-engagementBusinesshttp://www.blogtalkradio.com/allegiance/2011/06/10/the-science-of-customer-engagement/#commentshttp://www.blogtalkradio.com/allegiance/2011/06/10/the-science-of-customer-engagementFri, 10 Jun 2011 17:00:00 GMTThe science of Customer Engagement Dr. Gary Rhoads, founder of Allegiance and renowned expert in customer feedback, loyalty and engagement, stops by to talk to us about the science of customer engagement.  He also discusses how you can begin implementing engagement techniques today!  Are your customers merely satisfied?   00:15:00MaritzCXnoLoyalty,Engagement,Survey,Analysis,CustomerDr. Gary Rhoads, founder of Allegiance and renowned expert in customer feedback, loyalty and engagement, stops by to talk to us about the science of customer ehttp://www.blogtalkradio.com/allegiance/2011/06/03/arkadi-kuhlmann-of-ing-bank-case-study-in-vocBusinesshttp://www.blogtalkradio.com/allegiance/2011/06/03/arkadi-kuhlmann-of-ing-bank-case-study-in-voc/#commentshttp://www.blogtalkradio.com/allegiance/2011/06/03/arkadi-kuhlmann-of-ing-bank-case-study-in-vocFri, 03 Jun 2011 21:00:00 GMTArkadi Kuhlmann of ING Bank: Case Study in VOCArkadi Kuhlmann of ING Bank, stops in to visit us at the Allegiance Summit in Deer Valley, Utah.  In this brief interview, he explains how customer feedback (including social media) transformed the way that ING did business, transforming them into a national leader in customer satisfaction. We value your feedback, please click here to take a brief survey. 00:14:00MaritzCXnoVOC,Feedback,Customer,Survey,SatisfactionArkadi Kuhlmann of ING Bank, stops in to visit us at the Allegiance Summit in Deer Valley, Utah.  In this brief interview, he explains how customer feedback (inhttp://www.blogtalkradio.com/allegiance/2011/04/29/11-easy-ways-to-build-your-survey-response-rateBusinesshttp://www.blogtalkradio.com/allegiance/2011/04/29/11-easy-ways-to-build-your-survey-response-rate/#commentshttp://www.blogtalkradio.com/allegiance/2011/04/29/11-easy-ways-to-build-your-survey-response-rateFri, 29 Apr 2011 22:00:00 GMT11 Easy Ways to Build your Survey Response Rate   You can learn a lot from your customers and employees - if you can get them to fill out your survey   Survey response rates can vary widely depending on whether you are conducting your survey via phone, email, a paper survey, etc., what industry you're in, and whether your survey is going to customers or employees.  Although there is no single way to improve your response rates, this session outlines 11 easy steps that you can take that, when combined, will help you improve your survey response rates.   If you have show suggestions or other feedback, we would like to hear from you.  Please take a brief survey by clicking this link TAKE THE SURVEY 00:16:00MaritzCXnoSurvey,Customer Feedback,Feedback,response,LoyaltyYou can learn a lot from your customers and employees - if you can get them to fill out your survey   Survey response rates can vary widely depending on whttp://www.blogtalkradio.com/allegiance/2011/04/14/building-your-bottom-line-through-customer-engagementBusinesshttp://www.blogtalkradio.com/allegiance/2011/04/14/building-your-bottom-line-through-customer-engagement/#commentshttp://www.blogtalkradio.com/allegiance/2011/04/14/building-your-bottom-line-through-customer-engagementThu, 14 Apr 2011 21:00:00 GMTBuilding your bottom line through Customer Engagement Customer Engagement  Is is just a catch phrase?  It is standard knowledge that happy customers buy more, and tend to recommend you, but how do we know when they are happy?  What drives that happiness?  How do we harness that happiness and turn it into engagement?  Finally, how do we convince management that engaging your employees and customers will affect your bottom line? Listen in as we explore customer engagement and review a case study that shows just how a moderate growth in engagement can yield great rewards, not just warm fuzzies, but tangible growth-oriented rewards. 00:30:00MaritzCXnoCustomer,Engagement,Loyalty,Employee,RevenueCustomer Engagement  Is is just a catch phrase?  It is standard knowledge that happy customers buy more, and tend to recommend you, but how do we know when thhttp://www.blogtalkradio.com/allegiance/2011/04/01/text-analytics-the-next-step-in-survey-analysisBusinesshttp://www.blogtalkradio.com/allegiance/2011/04/01/text-analytics-the-next-step-in-survey-analysis/#commentshttp://www.blogtalkradio.com/allegiance/2011/04/01/text-analytics-the-next-step-in-survey-analysisFri, 01 Apr 2011 20:00:00 GMTText Analytics: The next step in Survey Analysis Join us as we welcome Eric Weight, formerly of Attensity, and architect of the Text Analytics feature for Allegiance. Come learn about the current trends in Text Analytics and how helpful it can be to analyze large sets of verbatim data. Come learn about the new trends in sentiment analysis and how you can use this technology to eliminate much of the manual coding process. If you manage large survey campaigns and spend inordinate amounts of time 'reading and coding' verbatim data, this session is for you! 00:30:00MaritzCXnoText Analytics,Survey,Analyze,Customer Service,Survey AnalysisJoin us as we welcome Eric Weight, formerly of Attensity, and architect of the Text Analytics feature for Allegiance. Come learn about the current trends in Tehttp://www.blogtalkradio.com/allegiance/2011/03/11/customer-and-employee-engagement-whats-love-got-to-do-with-itBusinesshttp://www.blogtalkradio.com/allegiance/2011/03/11/customer-and-employee-engagement-whats-love-got-to-do-with-it/#commentshttp://www.blogtalkradio.com/allegiance/2011/03/11/customer-and-employee-engagement-whats-love-got-to-do-with-itFri, 11 Mar 2011 22:30:00 GMTCustomer and Employee Engagement: What's Love Got To Do With It? Are your customers merely satisfied? What is the difference between being "loyal" and "engaged?" Do you spend a lot of time (and money) trying to win over the "detractors" or the "disengaged" employees and customers? Tune in to find out a unique approach to using survey data to find those insights to build engagement-- find out who your "Love Group" is! 00:30:00MaritzCXnoEngagement,Survey,Customer,Employee,LoyaltyAre your customers merely satisfied? What is the difference between being "loyal" and "engaged?" Do you spend a lot of time (and money) trying to win over thehttp://www.blogtalkradio.com/allegiance/2011/02/28/survey-design-help-creating-an-effective-invitationBusinesshttp://www.blogtalkradio.com/allegiance/2011/02/28/survey-design-help-creating-an-effective-invitation/#commentshttp://www.blogtalkradio.com/allegiance/2011/02/28/survey-design-help-creating-an-effective-invitationMon, 28 Feb 2011 17:00:00 GMTSurvey Design Help: Creating an Effective InvitationLearn first hand how you can increase your survey response rates by creating effective and compelling survey invitations.00:14:00MaritzCXnoFeedback,Survey,Questionnaire,Customer,EmployeeLearn first hand how you can increase your survey response rates by creating effective and compelling survey invitations.http://www.blogtalkradio.com/allegiance/2011/02/25/linking-survey-results-to-business-outcomes-proving-your-caseManagementhttp://www.blogtalkradio.com/allegiance/2011/02/25/linking-survey-results-to-business-outcomes-proving-your-case/#commentshttp://www.blogtalkradio.com/allegiance/2011/02/25/linking-survey-results-to-business-outcomes-proving-your-caseFri, 25 Feb 2011 22:00:00 GMTLinking Survey Results to Business Outcomes: Proving your Case!Many times it is difficult to know how to use your survey data to link to other metrics that affect your bottom line. Listen in as we introduce a few ideas on how you can use your VOC survey data and turn it into meaningful insights that can affect your bottom line.00:29:00MaritzCXnoSurvey,Business Outcomes,Customer,Success,SatisfactionMany times it is difficult to know how to use your survey data to link to other metrics that affect your bottom line. Listen in as we introduce a few ideas onhttp://www.blogtalkradio.com/allegiance/2011/01/21/gaining-insights-from-social-media-are-you-really-listeningBusinesshttp://www.blogtalkradio.com/allegiance/2011/01/21/gaining-insights-from-social-media-are-you-really-listening/#commentshttp://www.blogtalkradio.com/allegiance/2011/01/21/gaining-insights-from-social-media-are-you-really-listeningFri, 21 Jan 2011 22:00:00 GMTGaining Insights from Social Media: Are you really listening?It is in vogue now for companies to have a social media presence. Twitter accounts, Facebook pages, blogs... there is a lot of information out there. Your customers are talking about you.. are you listening? Are you following up with them? In this broadcast, we will discuss the need for a social media presence in your VOC (Voice of Customer) program and we will show you ways to act on this data and "open your ears" to what they are saying.00:27:00MaritzCXnoSocial Media,Twitter,Feedback,Survey,CustomerIt is in vogue now for companies to have a social media presence. Twitter accounts, Facebook pages, blogs... there is a lot of information out there. Your cushttp://www.blogtalkradio.com/allegiance/2011/01/14/survey-best-practices-acting-on-survey-responses-now-what-do-i-doBusinesshttp://www.blogtalkradio.com/allegiance/2011/01/14/survey-best-practices-acting-on-survey-responses-now-what-do-i-do/#commentshttp://www.blogtalkradio.com/allegiance/2011/01/14/survey-best-practices-acting-on-survey-responses-now-what-do-i-doFri, 14 Jan 2011 23:00:00 GMTSurvey Best Practices: Acting on Survey Responses, "Now what do I do?"Ok, so you send out surveys, that's the easy part. Now that you have survey data, what do you do with it? In this 30 minute discussion, we will discuss some easy basic steps to make sense of your survey data and some ideas on how to make it actionable.00:25:00MaritzCXnoSurvey,Analysis,Customer,Feedback,DataOk, so you send out surveys, that's the easy part. Now that you have survey data, what do you do with it? In this 30 minute discussion, we will discuss some ehttp://www.blogtalkradio.com/allegiance/2011/01/07/survey-best-practices-first-steps-to-analyzing-datBusinesshttp://www.blogtalkradio.com/allegiance/2011/01/07/survey-best-practices-first-steps-to-analyzing-dat/#commentshttp://www.blogtalkradio.com/allegiance/2011/01/07/survey-best-practices-first-steps-to-analyzing-datFri, 07 Jan 2011 21:00:00 GMTSurvey Best Practices: First steps to analyzing survey data. Have you ever deployed a customer survey and wondered what to do with the data when you are finished? Join us as we discuss the "art" of proper survey design accompanied by an introduction to basic data analysis. We will also include helps for understanding verbatim (text comments) data. If you design customer or employee surveys, this will be a great help! 00:16:00MaritzCXnoSurvey,Data,Analyze,Questionnaire,CustomerHave you ever deployed a customer survey and wondered what to do with the data when you are finished? Join us as we discuss the "art" of proper survey designhttp://www.blogtalkradio.com/allegiance/2010/12/22/survey-design-help-using-incentives-in-surveysBusinesshttp://www.blogtalkradio.com/allegiance/2010/12/22/survey-design-help-using-incentives-in-surveys/#commentshttp://www.blogtalkradio.com/allegiance/2010/12/22/survey-design-help-using-incentives-in-surveysWed, 22 Dec 2010 21:00:00 GMTSurvey Design Help: Should I use incentives in my surveys?Many survey designers like to use incentives to boost response rates. Is it always a good idea? Do incentives bias the responses? What types of incentives should you use? Tune in as we discuss the do's and dont's with using survey incentives. Tune in and receive a gift card (just kidding).00:16:00MaritzCXnoSurvey,Incentives,Feedback,Engagement,CustomerMany survey designers like to use incentives to boost response rates. Is it always a good idea? Do incentives bias the responses? What types of incentives shhttp://www.blogtalkradio.com/allegiance/2010/12/15/survey-design-help-5-steps-to-great-questionsBusinesshttp://www.blogtalkradio.com/allegiance/2010/12/15/survey-design-help-5-steps-to-great-questions/#commentshttp://www.blogtalkradio.com/allegiance/2010/12/15/survey-design-help-5-steps-to-great-questionsWed, 15 Dec 2010 22:00:00 GMTSurvey Design Help: 5 steps to creating great survey questions Tune in for the second in the Survey Design Help series. This week, learn the proven 5 step method to creating effective survey questions. 00:15:00MaritzCXnoSurvey,Questionnaire,Customer,Employee,AnalysisTune in for the second in the Survey Design Help series. This week, learn the proven 5 step method to creating effective survey questions.http://www.blogtalkradio.com/allegiance/2010/12/10/building-customer-engagement-getting-startedBusinesshttp://www.blogtalkradio.com/allegiance/2010/12/10/building-customer-engagement-getting-started/#commentshttp://www.blogtalkradio.com/allegiance/2010/12/10/building-customer-engagement-getting-startedFri, 10 Dec 2010 20:30:00 GMTBuilding Customer Engagement: Getting StartedSatisfaction versus Loyalty... Loyalty versus Engagement. How to take customers from merely being satisfied to becoming engaged, and promoters of your products/brands/services. 00:15:00MaritzCXnoLoyalty,Customer,Engagement,Survey,SatisfactionSatisfaction versus Loyalty... Loyalty versus Engagement. How to take customers from merely being satisfied to becoming engaged, and promoters of your producthttp://www.blogtalkradio.com/allegiance/2010/12/01/survey-design-help-creating-an-effective-invitatioBusinesshttp://www.blogtalkradio.com/allegiance/2010/12/01/survey-design-help-creating-an-effective-invitatio/#commentshttp://www.blogtalkradio.com/allegiance/2010/12/01/survey-design-help-creating-an-effective-invitatioWed, 01 Dec 2010 20:00:00 GMTSurvey Design Help: Creating an Effective InvitationFor all of you novice survey designers, there are some basic elements that you should understand when sending out your email invitation to take a survey. Come learn the six valuable keys to invitation design.00:14:00MaritzCXnoSurvey,Voice,Customer,Feedback,EngagementFor all of you novice survey designers, there are some basic elements that you should understand when sending out your email invitation to take a survey. Come