Latest Posts on CCMC's 'Connect The Dots' Blog

Why the Customer Care Revolution Failed SO FAR: A Roadmap to Ultimate Victory Part 1

The White House Study In the mid-1970’s, I was principal author of a report, commissioned by the White House, that examined how the private sector responded to customer complaints. The most important... 
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The Fables Of Actionable Customer
Satisfaction & Loyalty Data

…Once upon a time, there was a CEO who wanted to make sure her customers bought more from her company than from any other company. She wanted her customers to prefer her company’s products and services... 
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‘Your Call Is (Not That) Important to Us’ Article

Customer care is a double-edged sword. Done right, it can increase corporate profitability. Done wrong, it can be a sinkhole. Emily Yellin’s must-read book, Your Call Is (Not That) Important To Us,... 
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CCMC New Branding and Website Launched

The world has changed a great deal since we founded CCMC in September, 2002. Our first choice of name was Institute For Customer Care. We quickly rebranded as Customer Care Measurement & Consulting. We... 
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Sifting & Winnowing Through The Customer Experience

Whatever may be the limitations which trammel inquiry elsewhere, we believe that the great state University of Wisconsin should ever encourage that continual and fearless sifting and winnowing by which... 
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