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Allegiance Partners with JetBlue to Elevate the Customer Experience

Dépèche transmise le 8 mars 2011 par Business Wire

SALT LAKE CITY--(BUSINESS WIRE)--Allegiance, Inc., a provider of VOCi (Voice of Customer Intelligence) technology and services, announced today that JetBlue Airways has partnered with Allegiance to quickly uncover insights from customer and crewmember feedback to identify areas that can be applied to improve the customer experience. JetBlue will use the Allegiance Engage platform, a Customer Intelligence in the Cloud solution that turns real-time customer and crewmember feedback into highly actionable business intelligence.

“Being able to put it all together to see the complete picture and then communicate that out in an integrated fashion will provide our business leaders with the information they need to make the right decisions for our future success.”

JetBlue is a recognized leader in customer experience, with multiple awards for customer satisfaction and the only airline that offers a Customer Bill of Rights. The company’s comprehensive Voice of the Customer (VOC) program synthesizes customer feedback across all channels and provides strategic direction to both the operations and commercial teams based on the customer perspective. At the same time, JetBlue recognizes the impact of crewmember feedback on customer satisfaction. After a thorough analysis of competing solutions, JetBlue selected Allegiance due to its ability to address all of these aspects in a single, integrated platform.

“At JetBlue, we ensure that the Voice of the Customer is heard throughout the organization through an integrated approach across all levels and all departments,” said Bonny Simi, director of Customer Experience and Analysis at JetBlue Airways. “We wanted a technology partner that gets us to the next level of innovation, allowing us to integrate operational, VOC and crewmember feedback data in a way that provides our teams with actionable insights, which gets us beyond just scores on a dashboard.”

The next step for the crewmember-customer centric company is to link the two key measures of customer and crewmember Net Promoter^® scores. “We are excited about integrating our customer and crewmember data in one place,” said Julia Gomez, JetBlue’s director of People Analytics and Engagement. “Being able to put it all together to see the complete picture and then communicate that out in an integrated fashion will provide our business leaders with the information they need to make the right decisions for our future success.”

“We are eager to work with a customer-focused company like JetBlue, helping them to apply customer, employee and operational data to make decisions that improve their business,” said Adam Edmunds, president and CEO of Allegiance. “Combining these data sources gives companies a more complete picture of the customer-employee experience. This can be used to create business intelligence that drives customer-employee retention and revenue growth.”

Allegiance Supporting Resources

About JetBlue Airways

New York-based JetBlue Airways has created a new airline category based on value, service and style. In 2010, the carrier ranked "Highest in Customer Satisfaction Among Low-Cost Carriers in North America" by J.D. Power and Associates, a customer satisfaction recognition received for the sixth year in a row. JetBlue is also America's first and only airline to offer its own Customer Bill of Rights, with meaningful and specific compensation for customers inconvenienced by service disruptions within JetBlue's control. Visit www.jetblue.com/promise for details. JetBlue serves 64 cities with more than 600 daily flights. For information call +1 800 538 2583 from the U.S.A., TTY/TDD +1 800 336 5530, or visit www.jetblue.com.

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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