On Our Minds - Recent Posts

Facebook’s 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. Phone surveys have expedited consumer response that in the past took weeks using mail. Now,  online chat connects consumers […]

Back to the Future?: It’s 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; as such programs […]

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. Instead, we thought we’d take a look at how U.S. customers feel about the air industry…when they are still on the ground.  After all, a pretty decent argument […]

Amazon’s 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 Experience Ratings. The ratings encompass 20 industries – […]

Harvard Business Review Features CX Act

  It’s not every day that your research and insights are featured on the web site of one of America’s most respected and prestigious business journals – The Harvard Business Review. Which is why we’ve got a real spring in our step today at CX Act, where our very own Cindy Grimm and her expertise […]

On The Road

Optimizing IVR & Speech Recognition in the Age of Smartphones
September 22-23, 2015
Las Vegas, NV

2015 SOCAP Annual Conference
October 18-21, 2015
Hollywood, FL

In Print

Announcing the SOCAP Customer Engagement Framework

Why Post-Training Certification Is Good For Business

Optimizing Multi-Channel Customer Care Through Focus on What Matters

Industry Outlook | Drive Effective Multichannel Customer Care Through Focus

Customer Touchpoint Stress Test

2013 Touchpoint Study

Lost in a Sea of Big Data?

Words and Phrases to Avoid

Point/Counterpoint: Universal Rep vs. Skills-Based Routing to Specialized Splits

Improving the Customer Experience

Create an Emotional Connection