Retaining Customers in Tough Economic Times - New Allegiance White Paper

Includes nine tips for succeeding at customer retention in unconventional
marketplace
SALT LAKE CITY--(Business Wire)--
Now available from Allegiance, Inc., a new white paper titled "Retaining
Customers in Tough Economic Times" provides nine tips for succeeding at customer
retention in a marketplace that does not follow traditional rules. The paper
includes insights on how to identify defecting customers, understand what is
causing them to leave, take action to keep them coming back, and prevent them
from leaving in the future.

"The current economic climate is causing customers to be more selective about
where and with which businesses they spend their money. As a result, many
companies are losing customers at a rapid rate," said Kyle La Malfa, Allegiance
Best Practices manager and loyalty expert. "However, many companies focus so
much on acquiring new customers that they not only fail to do what`s necessary
to keep their existing customers, but also to take those relationships to a
higher level."

It is estimated that the average business today loses between 10 to 30 percent
of its customers annually. To address this, some businesses have as many as 35
or more tools in place to listen to the voice of the customer (VOC). However,
these tools frequently duplicate efforts and constitute a tremendous amount of
time and resources. For that reason, companies are increasingly turning to
systems such as the Allegiance Engage Enterprise Feedback Management (EFM)
platform, a Web-based system that allows them to collect customer feedback
through multiple channels (email, Web, print, phone) into a central database for
analysis and action.

Once a comprehensive feedback system is in place, companies should focus on
these areas to identify ways to improve customer retention:

* The type of customer feedback and the percentage in each feedback category
(complaints, suggestions, comments, concerns)
* The channel most used by customers to provide feedback (Web, phone, in-person,
etc.)
* The underlying drivers of customer loyalty and engagement, such as their
emotional bond to the business
* The current strength and depth of customer loyalty and engagement
* The trends in customer loyalty and engagement levels over time
* The opportunities for new revenue and growth

The white paper includes detailed information on how to build more profitable
customer relationships. To download a free copy of the white paper "Retaining
Customers in Tough Economic Times" visit http://allegiance.com/retaining.

About Allegiance

Allegiance, Inc. offers feedback management software to help organizations grow
customer and employee loyalty and engagement. The Allegiance Engage Software
platform facilitates survey creation and gathers responses and unsolicited
comments in real-time into a centralized online system, saving time, effort and
money. Allegiance solutions measure customer and employee engagement, revealing
precise actions to grow engagement and increase revenue. Allegiance Enterprise
Feedback Management (EFM), predictive analytics, and professional services
combine to help businesses capitalize on engagement. For more information about
Allegiance, visit http://www.allegiance.com.

Allegiance, Inc.
Chris Cottle, 801-617-8034
chris.cottle@allegiance.com
or
Chereskin Communications
Valerie Chereskin, 760-942-3116
valerie@chereskincomm.com

Copyright Business Wire 2009