Our Philosophy

During the 1990's, upgraded customer care became an accepted marketing strategy for improving brand loyalty. Companies realized that it costs much less to retain customers than to win conquest sales. Today, billions of dollars are invested each year in a diverse array of customer care initiatives such as liberalized warranty policies, satisfaction measurement, loyalty programs, customer care training, CRM programs and call centers.

The founders of the Customer Care Measurement & Consulting were responsible for much of the original research that led to such widespread acceptance of customer care as a marketing strategy. Further research, however, has found that customer care can be a double-edged sword.

Done right, it can produce a significant, positive ROI. Done wrong, it can be a costly way of losing brand loyalty. Unfortunately, many companies find themselves in this latter category of spending much to gain little.

The work of CCMC can be summarized by the following simple formula:

The products offered by CCMC are designed to provide companies with the tools to identify those programs that will produce the highest ROI. In most cases, the recommended upgraded customer care initiatives actually cost less than companies are presently spending on ineffective programs.