Surviving an Economic Downturn: What We Learned from 2009 and Why It’s Relevant Today

Kapta

What goes up inevitably comes down and so it goes with the economy as well. As Forbes put it, “Recessions are considered an unavoidable part of the business cycle—or the regular cadence of expansion and contraction that occurs in a nation’s economy.”

Allegiance Acquires Inquisite

InMoment XI

On Tuesday, July 14, 2009, Allegiance, Inc. announced that it has acquired Inquisite, an innovative provider of online survey software based in Austin, Texas. This acquisition accelerates Allegiance’s leadership position in the Enterprise Feedback Management (EFM) space, and its focus on building next generation voice-of-the-customer (VOC) and voice-of-the-employee (VOE) feedback systems to increase loyalty and. View Article

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Allegiance Acquires Inquisite

InMoment XI

On Tuesday, July 14, 2009, Allegiance, Inc. announced that it has acquired Inquisite, an innovative provider of online survey software based in Austin, Texas. This acquisition accelerates Allegiance’s leadership position in the Enterprise Feedback Management (EFM) space, and its focus on building next generation voice-of-the-customer (VOC) and voice-of-the-employee (VOE) feedback systems to increase loyalty and. View Article

Allegiance Acquires Inquisite

InMoment XI

On Tuesday, July 14, 2009, Allegiance, Inc. announced that it has acquired Inquisite, an innovative provider of online survey software based in Austin, Texas. This acquisition accelerates Allegiance’s leadership position in the Enterprise Feedback Management (EFM) space, and its focus on building next generation voice-of-the-customer (VOC) and voice-of-the-employee (VOE) feedback systems to increase loyalty and. View Article

Where Are You on the Feedback Progression Scale?

InMoment XI

From our work helping companies make the most of customer and employee feedback, we have developed something we call the feedback progression scale. This scale gives us a way to understand where a business is in terms of using feedback and surveys to grow customer loyalty and engagement. So where are you on the feedback. View Article

Where Are You on the Feedback Progression Scale?

InMoment XI

From our work helping companies make the most of customer and employee feedback, we have developed something we call the feedback progression scale. This scale gives us a way to understand where a business is in terms of using feedback and surveys to grow customer loyalty and engagement. So where are you on the feedback. View Article

Webinar on VOC best practices

InMoment XI

Bob Caruso is the former head of JD Power’s VOC Center of Excellence. He’s giving a webinar next Monday (Dec 10) on the top 10 best practices of VOC practitioners. He plans on doing a deep dive and field people’s questions. He’s also a former F4 fighter pilot from the Air Force so he is. View Article

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Webinar on VOC best practices

InMoment XI

Bob Caruso is the former head of JD Power’s VOC Center of Excellence. He’s giving a webinar next Monday (Dec 10) on the top 10 best practices of VOC practitioners. He plans on doing a deep dive and field people’s questions. He’s also a former F4 fighter pilot from the Air Force so he is. View Article

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Webinar on VOC best practices

InMoment XI

Bob Caruso is the former head of JD Power’s VOC Center of Excellence. He’s giving a webinar next Monday (Dec 10) on the top 10 best practices of VOC practitioners. He plans on doing a deep dive and field people’s questions. He’s also a former F4 fighter pilot from the Air Force so he is. View Article

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Re-engaging Employees after a Layoff

InMoment XI

Many companies have gone through a reduction in force (RIF) recently (i.e. organizations have reduced staffing by nearly 5 million in the past 7 months!), and are now in the process of dealing with all of the changes forced by the RIF. Here are three tips for reengaging and protecting your talent pool

Re-engaging Employees after a Layoff

InMoment XI

Many companies have gone through a reduction in force (RIF) recently (i.e. organizations have reduced staffing by nearly 5 million in the past 7 months!), and are now in the process of dealing with all of the changes forced by the RIF. Here are three tips for reengaging and protecting your talent pool

Re-engaging Employees after a Layoff

InMoment XI

Many companies have gone through a reduction in force (RIF) recently (i.e. organizations have reduced staffing by nearly 5 million in the past 7 months!), and are now in the process of dealing with all of the changes forced by the RIF. Here are three tips for reengaging and protecting your talent pool

Voice of the Employee: Key to Business Survival

InMoment XI

This blog post discusses the results of a quantitative survey that Allegiance recently conducted with voice of the employee (VOE) practitioners, including human resource vice presidents, directors and managers, as well as other HR-related titles.

Voice of the Employee: Key to Business Survival

InMoment XI

This blog post discusses the results of a quantitative survey that Allegiance recently conducted with voice of the employee (VOE) practitioners, including human resource vice presidents, directors and managers, as well as other HR-related titles.

Voice of the Employee: Key to Business Survival

InMoment XI

This blog post discusses the results of a quantitative survey that Allegiance recently conducted with voice of the employee (VOE) practitioners, including human resource vice presidents, directors and managers, as well as other HR-related titles.

VOC from the Front Lines

InMoment XI

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

Trends 200

VOC from the Front Lines

InMoment XI

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

Trends 200

VOC from the Front Lines

InMoment XI

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

Trends 200

Retaining Customers & Growing Customer Advocacy

InMoment XI

A new research report from industry analyst firm Aberdeen Group called "Customer Experience Management: Engaging Loyal Customers to Evangelize Your Brand" reveals how organizations that achieve superior performance in customer retention and customer satisfaction grow and harvest customer advocates. In this blog post, the author shares some of the key findings from the report, and also discusses the role that customer feedback plays in these initiatives

Retaining Customers & Growing Customer Advocacy

InMoment XI

A new research report from industry analyst firm Aberdeen Group called "Customer Experience Management: Engaging Loyal Customers to Evangelize Your Brand" reveals how organizations that achieve superior performance in customer retention and customer satisfaction grow and harvest customer advocates. In this blog post, the author shares some of the key findings from the report, and also discusses the role that customer feedback plays in these initiatives

Retaining Customers & Growing Customer Advocacy

InMoment XI

A new research report from industry analyst firm Aberdeen Group called "Customer Experience Management: Engaging Loyal Customers to Evangelize Your Brand" reveals how organizations that achieve superior performance in customer retention and customer satisfaction grow and harvest customer advocates. In this blog post, the author shares some of the key findings from the report, and also discusses the role that customer feedback plays in these initiatives

Rebuilding Customer Trust

InMoment XI

Trust is at the core of every relationship. In the aftermath of the economic crisis, our common challenge in bringing business relationships out of the proverbial tank and back into the light is renewing a level of trust with our customers, employees, and shareholders. Here are three tips on how to do that

Tips 200

Rebuilding Customer Trust

InMoment XI

Trust is at the core of every relationship. In the aftermath of the economic crisis, our common challenge in bringing business relationships out of the proverbial tank and back into the light is renewing a level of trust with our customers, employees, and shareholders. Here are three tips on how to do that

Tips 200

Rebuilding Customer Trust

InMoment XI

Trust is at the core of every relationship. In the aftermath of the economic crisis, our common challenge in bringing business relationships out of the proverbial tank and back into the light is renewing a level of trust with our customers, employees, and shareholders. Here are three tips on how to do that

Tips 200

Customer Loyalty & the Banking World

InMoment XI

Everyone who's been watching TV or reading the news lately knows that banks have certainly had their fair share of challenges lately. But what's been interesting to watch is how those challenges and the fall out from big bank failures and the economic crisis have impacted bank and credit union customer loyalty and engagement levels. Financial Services

Customer Loyalty & the Banking World

InMoment XI

Everyone who's been watching TV or reading the news lately knows that banks have certainly had their fair share of challenges lately. But what's been interesting to watch is how those challenges and the fall out from big bank failures and the economic crisis have impacted bank and credit union customer loyalty and engagement levels

Customer Loyalty & the Banking World

InMoment XI

Everyone who's been watching TV or reading the news lately knows that banks have certainly had their fair share of challenges lately. But what's been interesting to watch is how those challenges and the fall out from big bank failures and the economic crisis have impacted bank and credit union customer loyalty and engagement levels

The VOC, CRM, & CEM Convergence

InMoment XI

At the Gartner CRM conference, presenters discussed the convergence between CRM, marketing, voice of the customer (VOC) and customer experience. There’s no doubt that business leaders are getting more savvy, but so is the technology. And, as business practitioners, we have the opportunity to use advanced technology to accomplish things that we have wished would happen for years. In the end though, the "raising of the game" by all practitioners and leaders must happen, too

CEM 200

The VOC, CRM, & CEM Convergence

InMoment XI

At the Gartner CRM conference, presenters discussed the convergence between CRM, marketing, voice of the customer (VOC) and customer experience. There’s no doubt that business leaders are getting more savvy, but so is the technology. And, as business practitioners, we have the opportunity to use advanced technology to accomplish things that we have wished would happen for years. In the end though, the "raising of the game" by all practitioners and leaders must happen, too

CEM 200

The VOC, CRM, & CEM Convergence

InMoment XI

At the Gartner CRM conference, presenters discussed the convergence between CRM, marketing, voice of the customer (VOC) and customer experience. There’s no doubt that business leaders are getting more savvy, but so is the technology. And, as business practitioners, we have the opportunity to use advanced technology to accomplish things that we have wished would happen for years. In the end though, the "raising of the game" by all practitioners and leaders must happen, too

CEM 200

Video: Voice of the Customer & Customer Retention

InMoment XI

In two new videos, industry experts highlight the importance of not only listening to customers via a formal voice of the customer (VOC) program , but also increasing customer retention efforts

Video: Voice of the Customer & Customer Retention

InMoment XI

In two new videos, industry experts highlight the importance of not only listening to customers via a formal voice of the customer (VOC) program , but also increasing customer retention efforts

Voice of the Customer & Customer Retention

InMoment XI

In two new videos, industry experts highlight the importance of not only listening to customers via a formal voice of the customer (VOC) program , but also increasing customer retention efforts

Customer-Centricity: How to Make Your Customers and the CFO Happy

InMoment XI

When times get tough, it's tempting to put "customer-centricity" on the back burner. But it doesn't have to be that way. In this blog post, Bob Thompson, CEO of CustomerThink, offers some tips on how to weather the economic storm

Customer-Centricity: How to Make Your Customers and the CFO Happy

InMoment XI

When times get tough, it's tempting to put "customer-centricity" on the back burner. But it doesn't have to be that way. In this blog post, Bob Thompson, CEO of CustomerThink, offers some tips on how to weather the economic storm

Customer-Centricity: How to Make Your Customers and the CFO Happy

InMoment XI

When times get tough, it's tempting to put "customer-centricity" on the back burner. But it doesn't have to be that way. In this blog post, Bob Thompson, CEO of CustomerThink, offers some tips on how to weather the economic storm

Customer Feedback Part 2: It Pays to Listen

InMoment XI

In this blog post, the author discusses how if you listen to customer feedback, it can show you where and how to gain a competitive advantage, and even improve your customer loyalty and engagement