[May 17, 2012]

Customer Experience Excellence is Focus of Day Two at Allegiance VoCFusion

How do companies create customer advocates for their brand? How can they drive customer loyalty by improving the customer experience? These were some of the questions answered on day two of Allegiance (News - Alert) VoCFusion 2012 at the Cosmopolitan Hotel in Las Vegas. Highlights of the day include experts from Yahoo!, Temkin Group, Google (News - Alert), Lithium, Symantec and more, providing real world examples and expert advice on how to uncover and apply customer insights to improve the customer experience and accelerate growth.

Brad Smith, VP of Customer Experience Advocacy at Yahoo!, started the day with the keynote address. In a detailed presentation, he discussed the importance of mapping the customer journey to understand how to improve the customer experience. A good customer experience map will provide a deep understanding that informs strategy, tactics and action.

Bruce Temkin, Managing Partner of Temkin Group, followed with a presentation on best practices in customer experience. He stated that,although most large companies want to provide the best customer experience in their industry, only seven percent actually do (Temkin Group survey). Customer experience excellence is achieved by consistently delivering on the brand message and customer expectations. Companies need to build and activate promoters and advocates for their brand, who will then defend and promote the brand on social media and elsewhere.

Sponsored by Allegiance, Inc., a provider of VOCi (Voice of Customer Intelligence) technology and services, VoCFusion 2012 includes inspiring speakers, more than 60 informative workshops, peer networking, and panel discussions. Sponsors include 1to1 Media, uSamp, Customer Experence Professionals Association, Survey Magazine, Clarabridge, Onepoint, Domo and Lithium. Comments from attendees and other resources can be found by searching #vocfusion on Twitter (News - Alert).

Allegiance Supporting Resources

1. Allegiance press room <http://www.allegiance.com/news/press.php>
2. Voice of the Customer Blog <http://blog.allegiance.com>
3. Become a Fan of Allegiance on Facebook <http://www.facebook.com/pages/South-Jordan-UT/Allegiance-Inc/87289901462>
4. Follow Allegiance on Twitter <http://twitter.com/allegiancetweet>
5. Allegiance customer success stories and white papers <http://www.allegiance.com/resources/document-library.php>

About Allegiance, Inc.

Allegiance, Inc. helps companies translate customer insights into actionable business intelligence. Using Voice of Customer intelligence (VOCi™), Allegiance combines any form of Voice of the Customer (VOC) data with any operational data (CRM, financial, etc.) to create actionable customer intelligence delivered in the cloud. Allegiance multi-channel feedback collection includes ad-hoc, transaction, relationship, and customer experience surveys, solicited feedback through Web sites and phone, and unsolicited, unstructured feedback from social media. Allegiance ranked No. 5 on the Inc. 500 list of fastest-growing private software companies in 2009, and was named a "Top 10" by Software 500 in 2010. For more information about Allegiance, visit http://www.allegiance.com.

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