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Randy Brandt

About the Founder

Randy Brandt is the founder and principal of Voice Crafter, a customer experience and loyalty research and consulting firm based in the Greater Cincinnati Area.   He is a recognized thought leader in customer experience and loyalty, and in 2012 was named by Survey Magazine as one of "Twenty Researchers You Should Know."

Certifications and Professional Affiliations

Dr. Brandt is a CXPA Certified Customer Experience Professional, and also holds a Lean Six Sigma Black Belt certification from Purdue University.  He is a former member of the Board of Examiners for the Malcolm Baldrige National Quality Award.  In addition, Randy currently is a member of the American Marketing Association, the Customer Experience Professionals Association, and the Society for Industrial and Organizational Psychology.

Educational Background

Randy holds a baccalaureate degree from Purdue University and a doctorate degree from Michigan State University. He is a former member of the faculties of Rensselaer Polytechnic Institute, the University of North Texas, and the University of Texas at Dallas.  Dr. Brandt also formerly served on the faculty of the University of Georgia's Advanced School of Marketing Research.  Randy currently conducts training on Getting More from the Voice of Your Customer for the American Marketing Association

Work Experience

Prior to establishing Voice Crafter, Dr. Brandt held senior leadership positions at MaritzCX and Burke, Inc.  During the past 30 years, Randy has helped more than 300 firms in North America, Europe, Asia, and Australia enhance their ability to use the Voice of the Customer to drive improved customer satisfaction, loyalty, and business results.



Since 1988, Dr. Brandt has made over 300 presentations at conferences and events sponsored by such organizations as:
American Marketing Association - American Management Association - American Society for Quality - The Conference Board - Council of American Survey Research Organizations 
Customer Experience Professionals Association - European Society of Opinion and Marketing Research - INC Magazine - Institute for International Research
International Quality and Productivity Center - Society for Consumer Affairs Professionals - Society for Industrial and Organizational Psychology

Published Articles

Dr. Brandt has written articles appearing in a variety of academic and professional publications, including:
Customer Relationship Management - Human Communication Research - Journal of Business and Industrial Marketing - Journal of Services Marketing 
Marketing Insights - Marketing Management - Marketing Research - Quality Progress - Quirk's Marketing Research Review