Customer Care Measurement & Consulting LLC
Customer Care Measurement & Consulting - metrics and analytics for establishing priorities, compelling action and increasing customer loyalty
Are companies any better at handling customer complaints than they were 35 years ago? A 2011 study indicates that no, they are definitely not. Marc Grainer and David Beinhacker reflect on why companies are worse at complaint handling today than they were 35 years ago. Read the full article on … [Read more...]
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. Read the SmartMoney article "10 Things Customer-Service Reps Won't Tell You in" (opens in a … [Read more...]
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...]
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. Or is it? Scott M. Broetzmann examines the leadership habits of exceptional companies in … [Read more...]
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 anything, they’re mad about the time that these problems cost them. Click to read the … [Read more...]
Gerri Willis from Fox Business recently interviewed CCMC’s President and CEO Scott M. Broetzmann about the 2011 National Customer Rage survey. Watch the latest video at video.foxbusiness.com Click to view the interview on the Fox Business website. … [Read more...]
The 2011 National Customer Rage Survey is scheduled to be released today. CCMC, in collaboration with Arizona State University's Center For Services Leadership, will share key findings from the survey at the Center For Services Leadership Symposium in Phoenix, Arizona. The 2011 study also includes a … [Read more...]
Why has satisfaction with customer care declined in the presence of such significant corporate investments to improve customer care? Are customer expectations inflated? Are customers more unreasonable? Have customers become total cynics? Have companies invested in the wrong things? While these … [Read more...]
Consumer Reports Magazine examines the state of customer service today and solicits input from Scott Broetzmann on the question: Are consumers too whiny? Read the full article on the Consumer Reports website. This PDF, together with a range of published articles, are available to download on … [Read more...]
When it comes to the customer loyalty, many companies are more obsessed with measuring it than improving it. Getting the best ROI for customer loyalty surveys is a matter of creating a culture that’s performance-inspired rather than score-centric. Scott M. Broetzmann considers these and other … [Read more...]
