Customer Care Measurement & Consulting LLC
Customer Care Measurement & Consulting - metrics and analytics for establishing priorities, compelling action and increasing customer loyalty
Having strong customer relationship management is essential to a company’s branding and overall success. And, implementing a company-wide CRM model will allow your business to reach out to clients in order to create and maintain those all-important relationships with them. CRM technology … [Read more...]
John Goodman, CCMC Vice Chairman, shares his views about how to get better customer service during the holidays in an interview with the American Society For Quality. Click here to read the article on the Marketwatch website. Click here to download a PDF of the article. This article and more … [Read more...]
CUSTOMER EXPERIENCE PIONEER JOHN A. GOODMAN JOINS CUSTOMER CARE MEASUREMENT & CONSULTING (CCMC) Alexandria, VA, November 5, 2012 – Customer Care Measurement & Consulting (CCMC), a market leader in helping companies earn a better ROI by improving the customer experience, … [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...]
The Wall Street Journal's Sue Shellenbarger puts SCREAMING, SHOUTING, and VENTING in the workplace in context using results from CCMC’s 2011 Customer Rage survey. Read the article on the Wall Street Journal website. Download the PDF of the article. This article and many more are available … [Read more...]
Scott M. Broetzmann discusses tips for better customer service with Fox Business. Most companies have adopted many of the correct complaint-handling policies but have failed in the execution. Scott Broetzmann Click here to read the full article on the Fox News website. Click here to download a … [Read more...]
Scott M. Broetzmann, CCMC President & CEO, shares his insights about the “right” ways to complain with Mitch Lipka from Reuters. It isn't enough to be right to get what you want in the world of customer relations. If you have been wronged in some way - whether you bought a television that … [Read more...]
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...]
