CX Solutions

14/03/2018

13/03/2018

Proud to be a sponsor at the recent X4 Experience Management Summit and an official launch partner of Qualtrics Partner Network!

13/03/2018

Qualtrics Partner Network

13/03/2018

02/11/2016

Learn about the Power of Positive Voice Tone:
http://www.cxsolutions.com/customer-experience/the-power-of-positive-voice-tone/

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...

20/06/2016

Who Excels at Customer Engagement?

http://www.cxsolutions.com/customer-experience/who-excels-at-customer-engagement/

In a series of blogs posted over the past couple of weeks, CX Solutions and Voice Crafter have presented some results of our 2016 Benchmark Study of Customer Engagement. My colleagues, Cindy Grimm & Randy Brandt, have presented findings clearly demonstrating that Customer Engagement (CE) matters, a...

14/06/2016

Results of our 2016 Benchmark Study of Customer Engagement..

More on "Why Customer Engagement Matters."

http://www.cxsolutions.com/customer-experience/more-on-why-customer-engagement-matters/

In a blog posted last week, CX Solutions and Voice Crafter presented some more of the results of our 2016 Benchmark Study of Customer Engagement. My colleague, Cindy Grimm, addressed the question, “why does customer engagement (CE) matter?” She shared findings demonstrating that a customer’s psych...

08/06/2016

The Great Customer Service Fantasy...

http://www.cxsolutions.com/customer-experience/is-great-customer-service-a-unicorn/

It got me thinking is this really how most people feel when it comes to receiving excellent customer service? My friend likened excellent customer service to feeling like he met a unicorn – this fantastical experience that you hear about only in myths and legends.

06/06/2016

Why Does Customer Engagement Matter?

https://www.linkedin.com/pulse/why-does-customer-engagement-matter-cynthia-grimm?trk=hp-feed-article-title-like

In a blog posted last week, CX Solutions and Voice Crafter shared results from our 2016 Benchmark Study of Customer Engagement. We focused on how best to define and measure Customer Engagement (CE)

06/06/2016

Emotion + Data = Change

"Both the emotional appeal to gain attention and the right level of data analysis to justify the change."

http://www.cxsolutions.com/customer-experience/emotion-data-change/

I recently finished a highly recommended book by Chip & Dan Heath – Switch – How to Change Things When Change is Hard. With a lot of great stories and simple strategies, the authors make the point that to drive change you have to appeal to both the “rational mind” and the “emotional mind”.

31/05/2016

Recent study on Customer Engagement:

https://www.linkedin.com/pulse/what-customer-engagement-why-should-companies-care-randy-brandt

Last week, CX Solutions and Voice Crafter announced that we recently collaborated to conduct a Comprehensive Benchmark Study of Customer Engagement. (1) During the coming weeks, we look forward to

19/05/2016

Keeping Agents Through Training:

Getting the greatest return on a training investment..

http://www.cxsolutions.com/customer-experience/keeping-agents-through-training/

Coming from the call center world I remember the ongoing conversations and planning sessions focused on attrition and the different strategies in place to address employee retention. Are the metrics in place realistic? Does the hiring profile meet the expectations of the job? Is the recruitment stra...

11/05/2016

Customers overwhelmingly show appreciation for good customer service with their wallets and dissatisfaction with their feet.

"Coaching to Behaviors to Drive Metrics"

http://www.cxsolutions.com/customer-experience/coaching-to-behaviors-to-drive-metrics/

In today’s fast moving and demanding marketplace, front-line employees must be equipped to handle customer requests in a more nimble, knowledgeable and engaging manner. Simply checking the box and “processing” requests isn’t enough to keep customers happy. Engagement, being able to connect at a more...

22/01/2016

Moving from "transaction" to "interaction" Its all about the ques...
http://www.cxsolutions.com/customer-experience/people-want-to-engage-listen-for-the-cues/

09/12/2015

Tis’ the Season for Customer Service!
How can companies win their customers hearts this holiday season?
Carla Barker of CX Solutions shares an experience:
http://www.cxsolutions.com/customer-experience/tis-the-season-for-customer-service/

I, along with just about every other person in my community, did the unthinkable and stopped into my local grocery store on the day before Thanksgiving. I knew I was in for an exciting shopping adventure as soon as I spotted local police officers directing traffic in and out of the store parking lot…

02/12/2015

Understanding the journey... CX Solutions Cindy Grimm's latest blog: "Journey Across Siloes for a Better Customer Experience"
http://www.cxsolutions.com/customer-experience/journey-across-siloes-for-a-better-customer-experience/

I recently had the difficult task of following up on some medical bills for my dad. He had received three different bills all from one hospital system. I called the number on the bill and sat on hold for 20 minutes before an automated message finally asked me to leave a name and number and they wou…

18/11/2015

Forget ‘omni.’Just help me.

CX Solutions Cynthia Grimm writes a focused approach to optimizing omnichannel service.

http://www.cxsolutions.com/what-we-know/

Take a look under "In Print"

29/10/2015

Dislike Surveys? Maybe it is in the ex*****on..Jennifer George – Financial Controller (input from Vanessa Choy – Senior Account Manager) surveys the survey. See our latest blog
http://www.cxsolutions.com/customer-experience/dislike-surveys-maybe-it-is-in-the-ex*****on/

Since taking on the role as CX Solution’s Financial Controller, I started taking more notice of CX surveys in my everyday life. Whether I am at the check-out counter, or when I am just surfing online, there is no escape from surveys. They are so common that I believe most people dismiss them. Yet, f…

01/09/2015

Use of online chat as a channel to resolve customer issue? Might be a great path for the introverts among us. See our latest blog. http://www.cxact.com/customer-experience/are-you-an-introvert-online-chat-may-be-the-right-channel-for-you/

Flipping through the newspaper one morning, I came across a full-page ad from my cable provider flashing a very attractive rate of $39.99 for the same package for which I am currently paying $70.99 a month.

11/08/2015

Right here on FB is where brands can find a new channel to connect with customers. What is it? Check out CX Act’s newest blog to find out http://www.cxact.com/customer-experience/facebooks-app-connecting-consumers-with-brands/

In a constantly evolving e-commerce landscape, more consistent and effective messaging with and between online consumers is an increasingly valuable commodity. Most of all, it ties consumer loyalty and engagement closer with brands who serve them.

31/07/2015

ROI and CX: Deja vu all over again? CX Act’s Jim Stone thinks so and explains why ROI is king once more - and some history behind it: http://www.cxact.com/customer-experience/back-to-the-future-its-still-all-about-the-roi/

It was common in the mid 1980’s, which were the early days of customer experience research, to be asked for evidence that there was a positive ROI for a customer experience measurement (CEM) process — or as they were generally called at the time, “CSI programs”. It was an understandable question; a…

05/06/2015

Guest blogger Mitch Hooper channels consumer gripes about U.S. airports in our latest blog, examining why U.S. ranks low compared to foreign airports from a CX POV http://www.cxact.com/customer-experience/u-s-airports-failing-to-earn-their-wings/

First of all, let us be clear about one thing: this is not another blog harping on poor treatment of American airline passengers in the skies.

27/05/2015

Special guest author Mitch Hooper opines on CX battle royale between Amazon + Apple; who comes out on top, and why? Find out in our newest blog: http://www.cxact.com/customer-experience/amazons-prime-example-of-focus-on-loyalty-from-a-to-z/

The 2015 Temkin Experience Ratings consist of an annual ranking of companies based on a survey of 10,000 U.S. consumers. The survey is used to evaluate customer experience with companies across three components: success, effort, and emotion. The resulting scores form the basis of the overall Experi…

20/05/2015

Prestigious Harvard Business Review’s website today has published content by Cindy Grimm at CX Act about customer care and Omni-channel strategies; we’re honored to be an editorial part of one of America’s most respected business brands! Read Cindy’s article here https://hbr.org/2015/05/when-to-offer-fewer-customer-service-channels

Quality is more important than quantity.

15/05/2015

CX Act’s Gavin Winter recaps things seen + heard at annual CXPA conference http://www.cxact.com/customer-experience/cx-act-in-good-company-at-cxpa-2015/

It was great for CX Act to be at the CXPA Insight Exchange conference in San Diego last week (San Diego…May? No-brainer!). It’s always a pleasure to rub shoulders and share ideas and learnings with CX practitioners, those who are down in the trenches implementing CX tools and strategies on a daily-b…

13/05/2015

A move, a microwave, & ‘muted’ customer service - why active listening is critical for brands to create loyalty + engagement. See our blog to discover more at: http://www.cxact.com/customer-experience/are-you-even-listening-to-me/

Right after moving in, the microwave just gave out. I wasn’t sure if the oven was covered under warranty. I also wasn’t sure if it made sense to have it repaired or just purchase a new oven.