Customer Care Measurement & Consulting LLC
Customer Care Measurement & Consulting - metrics and analytics for establishing priorities, compelling action and increasing customer loyalty
I am a big fan of cooking shows. I fancy myself as a pretty good chef, although I doubt I could compete with the likes of Bobby Flay, Emeril Lagasse, Rachel Ray and other celebrity chefs on Food Network. One particular chef I enjoy is always involved in difficult and challenging dinners on a program … [Read more...]
“What next?” is a question that hopefully is asked as the end of any study nears. As a manager or executive, you ideally will have good data and great plans to move the needle. But how high does this needle have to jump to in order to be defined as successful? Setting targets can help clarify … [Read more...]
As Consumer Rage Builds, Some Companies Try to Prove "Your Call is Very Important to Us". Martha Teichner from CBS News sat down with Scott Broetzmann to learn more about Customer Rage. Click here to read this story. Click here to watch this story. … [Read more...]
I am loyal to several businesses and their products and services. One particular company is Southwest Airlines. Southwest may not be for everyone but I like the ease of the on line booking process, the competitive pricing, the convenience of flying from my home city, the ability to re-book without … [Read more...]
I recently enjoyed the privilege of presenting a keynote address at the 2010 International Customer Service Association (ICSA) conference in Atlanta, Georgia. I’d like to share two observations; one about ICSA and a second about a central theme of my keynote remarks. ICSA – A Cut Above The … [Read more...]
Back in the mid-1980’s, Baskin-Robbins introduced a line of international cream flavors, including one named Chocolate Raspberry Truffle. It was fantastic – rich, decadent, and chocolaty with ribbons of raspberry and bits of real truffle. As good as it was, you can’t find Chocolate Raspberry … [Read more...]
In my last posting, Part 1, I reported CCMC research that concluded corporate America does a worse job at handling customer complaints today than in the 1970s. This is the case even though companies have invested literally billions of dollars upgrading their customer care programs (in call centers, … [Read more...]
Using the results of CCMC’s National Customer Rage survey, The Wall Street Journal examines the challenges front-line customer service workers face when trying to meet the needs of increasingly angry customers. Read the Wall Street Journal PDF article. This and other Articles are available … [Read more...]
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 take-away from this White House study was the finding from the National Consumer Survey that … [Read more...]
…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 more than any others in the marketplace. And she wanted to know for certain that these loyal … [Read more...]
