Voice of the Customer – Much More Than Surveys

November 9, 2017 By Cindy Grimm

By Cindy Grimm, Chief CX Officer While many organizations want to hear more of the “voice of the customer” and quickly launch surveys to gather that feedback, few actually reap the benefit of that data in a way that increases customer satisfaction and more importantly increases customer engagement and loyalty.  With today’s easy-to-use survey tools, […]

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More Lessons from CE Leaders – Why Southwest Airlines Succeeds at Customer Engagement

May 3, 2017 By Cindy Grimm

Over the past several weeks, CX Solutions and Voice Crafter have been sharing results of our 2016 Benchmark Study of Customer Engagement. We’ve provided a definition of Customer Engagement, tried to demonstrate why it matters, revealed some of the brands that are CE leaders, demonstrated the impact of effective contact handling, and last week, stressed […]

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Not so Friendly Skies

By Cindy Grimm

Over the past couple of weeks, the airlines have found themselves in the middle of a media firestorm, and unfortunately for United Airlines, they’ve attracted the greatest amount of attention. Seeing airlines battle through media adversity isn’t something new – flights cancelled due to weather, mechanical or computer issues, increases in baggage fees, smaller seats, […]

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Customer Engagement – Beyond Loyalty OR Habit

January 11, 2017 By Cindy Grimm

A recent Harvard Business Review article (Customer Loyalty is Overrated, by A.G. Lafley and Roger L. Martin, Jan-Feb 2017) makes the point that loyalty is driven primarily by habit, or “cumulative advantage” vs. “competitive advantage”. The authors make the point that the brain is wired to take the easy route and repetitive buying of a […]

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The Power of Positive Voice Tone

November 2, 2016 By Carla Barker

Over the past several months I’ve had the pleasure to work with a client with a dedicated focus on improving their Net Promoter Score (NPS). NPS is a management tool that can be used to gauge the loyalty of a firm’s customer relationships; some people might even call this a “loyalty metric”. Keep in mind, […]

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On The Road


X4 Experience Management Summit
March 5-8, 2019
Salt Lake City, Utah