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Customer satisfaction, loyalty, and market research results that create an imperative to act
Guidance for the journey from measuring to managing the customer experience
Latest Posts on CCMC's 'Connect The Dots' Blog
10 Things Customer-Service Reps Won’t Tell YouPosted on January 19th, 2012
Scott M. Broetzmann talks with JEN WIECZNER from SmartMoney about the often conflicting realities faced by customer service reps trying to meet company requirements and satisfy the consumers they serve.
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Marc Grainer shares his views on the 2011 Customer Rage Survey with the Wall Street JournalPosted on December 6th, 2011
Marc Grainer – CCMC Chairman – shares his views on the 2011 Customer Rage Survey with the Wall Street Journal. Click to read the full article on the study from The Wall Street Journal. Read More →
The Customer Experience In The C-Suite: Sincerity or Lip Service?Posted on November 24th, 2011
Some have suggested that the customer experience is the single most important aspect in achieving success for companies across all industries. And the C-suite is devoted to improving the customer experience....
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A Little Respect: American Consumers Are Really Mad But They’re Not Asking for MuchPosted on November 18th, 2011
Marc Grainer shares his insights about the 2011 National Customer Rage Survey in an interview with the W.P. Carey School of Business at Arizona State University.
What are customers so mad about? More than...
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