Customer Care Measurement & Consulting LLC
Customer Care Measurement & Consulting - metrics and analytics for establishing priorities, compelling action and increasing customer loyalty
John Goodman talks with the Editor of Contact Center Pipeline about his work, his new role at CCMC, and his second book. Click to download the PDF of the Q&A with John Goodman and Contact Center Pipeline. This PDF and many more are available to download from our 'In the News' page. … [Read more...]
Destination CRM weighs in the new measures of customer care success and considers the results of the National Customer Rage survey in that discussion. In a new article entitled 'The New Measure of Customer Service Success'. Leonard Klie asks Why some traditional performance metrics are wrong and … [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 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...]
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...]
“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...]
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...]
