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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
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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…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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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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