Customer Care Measurement & Consulting LLC http://www.customercaremc.com Customer Care Measurement & Consulting - metrics and analytics for establishing priorities, compelling action and increasing customer loyalty Fri, 14 Jun 2013 16:36:08 +0000 en-US hourly 1 http://wordpress.org/?v=3.5.1 Big data: boon to improving customer experience, bane of researchers? http://www.customercaremc.com/2013/06/big-data-boon-to-improving-customer-experience-bane-of-researchers/ http://www.customercaremc.com/2013/06/big-data-boon-to-improving-customer-experience-bane-of-researchers/#comments Fri, 14 Jun 2013 16:34:15 +0000 Hew Whitefoord http://www.customercaremc.com/?p=2075 big+data2

Published in the June 2013 Quirks Report, David Beinhacker (Chief Research Officer) and John Goodman (Vice Chairman) share their insights on how to use big data to navigate the customer experience.

Click to download a PDF of the article entitled Big data: boon to improving customer experience, bane of researchers? (PDF, 139Kb)

While big data (BD) is a hot topic in the realms of marketing segmentation, marketing research and customer experience, your view of it likely depends on your vantage point. For those in segmentation and customer experience, big data offers many exciting and varied ways to listen to, learn about and analyze your customers and non-customers alike. For those in marketing research, however, big data looms as a threat that could put you out of business, as technology vendors have created data-driven utilities that ostensibly replace much of the satisfaction-tracking functions traditionally performed by market research companies.

]]> http://www.customercaremc.com/2013/06/big-data-boon-to-improving-customer-experience-bane-of-researchers/feed/ 0 Treat employees as your customers, not as robots http://www.customercaremc.com/2013/05/treat-employees-as-your-customers-not-as-robots/ http://www.customercaremc.com/2013/05/treat-employees-as-your-customers-not-as-robots/#comments Fri, 24 May 2013 12:27:57 +0000 Scott Broetzmann http://www.customercaremc.com/?p=1999 washington-business-journalJohn A. Goodman publishes an article on the Washington Business Journal website.

The online version of the Washington Business Journal has the latest breaking business news, updated throughout the day, some of this week’s top stories from the Washington Business Journal and other popular features from the print edition.

As a business owner or manager, you are responsible for providing employees with the tools and guidance they need to deliver products and services to your customers. Front-line employees are not robots…

Click to download a PDF of the article ‘Treat employees as your customers, not as robots‘ (137Kb)

This article and many more are available to view and download on our ‘In the News’ page.

]]> http://www.customercaremc.com/2013/05/treat-employees-as-your-customers-not-as-robots/feed/ 0 Marketplace.org Podcast: What makes you happy when your call is put on hold? http://www.customercaremc.com/2013/05/marketplace-org-podcast-what-makes-you-happy-when-your-call-is-put-on-hold/ http://www.customercaremc.com/2013/05/marketplace-org-podcast-what-makes-you-happy-when-your-call-is-put-on-hold/#comments Wed, 01 May 2013 08:24:03 +0000 Scott Broetzmann http://www.customercaremc.com/?p=1966 musiconholdScott M. Broetzmann, CCMC President & CEO, talks with NPR’s Marketplace Business about the fallacy of using music to soothe the caller on hold.

Click here to read the full article on the Marketplace.org website.

Download a PDF of the article entitled What makes you happy when your call is put on hold?.

This article and many more are available to view and download on our ‘In the News’ page.

The article also featured a podcast…

]]> http://www.customercaremc.com/2013/05/marketplace-org-podcast-what-makes-you-happy-when-your-call-is-put-on-hold/feed/ 0 Eight words and phrases every customer-focused company should endeavor to eliminate from its vocabulary http://www.customercaremc.com/2013/04/eight-words-and-phrases-every-customer-focused-company-should-endeavor-to-eliminate-from-its-vocabulary/ http://www.customercaremc.com/2013/04/eight-words-and-phrases-every-customer-focused-company-should-endeavor-to-eliminate-from-its-vocabulary/#comments Thu, 11 Apr 2013 11:00:21 +0000 Scott Broetzmann http://www.customercaremc.com/?p=1925 shut-upJohn Goodman, CCMC Vice Chairman, opines on the eight words and phrases every customer-focused company should endeavor to eliminate from its vocabulary.

Download the full article from Contact Center Pipeline entitled ‘Shut your mouth”.(PDF, 9Mb)

]]> http://www.customercaremc.com/2013/04/eight-words-and-phrases-every-customer-focused-company-should-endeavor-to-eliminate-from-its-vocabulary/feed/ 0 Men’s Health Magazine: How to get what you want when complaining http://www.customercaremc.com/2013/04/mens-health-magazine-how-to-get-what-you-want-when-complaining/ http://www.customercaremc.com/2013/04/mens-health-magazine-how-to-get-what-you-want-when-complaining/#comments Thu, 11 Apr 2013 10:15:34 +0000 Scott Broetzmann http://www.customercaremc.com/?p=1912 everything-you-wantScott M. Broetzmann, President & CEO of CCMC, talks with Men’s Health Magazine about how to get what you want when complaining.

Sometimes you feel compelled to speak up if you think you’ve been wronged. But instead of posting profanity-laden messages in the comments section (don’t get any ideas!), there are calmer, more creative ways to complain . . . and actually get what you want

Click here to read the full article on the Men’s Health Magazine website.

Click here to download the PDF of the article entitled ‘Why-Online-Rants-Are-Pointless’.

This article and many more are available to download from our ‘In the News‘ page.

]]> http://www.customercaremc.com/2013/04/mens-health-magazine-how-to-get-what-you-want-when-complaining/feed/ 0 Webinar: Getting Your CFO To Buy Into The Business Case For An Enhanced Customer Experience http://www.customercaremc.com/2013/04/getting-your-cfo-to-buy-into-the-business-case-for-an-enhanced-customer-experience/ http://www.customercaremc.com/2013/04/getting-your-cfo-to-buy-into-the-business-case-for-an-enhanced-customer-experience/#comments Mon, 08 Apr 2013 15:55:55 +0000 Scott Broetzmann http://www.customercaremc.com/?p=1894 Together with the WP Carey School of Business, goodman-webinar1John Goodman, Vice Chairman, recently published a webinar titled ‘Getting Your CFO To Buy Into The Business Case For An Enhanced Customer Experience’

Visit our new CCMC page to watch John’s webinar.

“Winning CFO approval for investing in the customer experience is no easy matter. Those charged with persuading the CFO to make such expenditures face certain challenges in leveraging the necessary resources and breadth of authority to deliver a world class customer experience”.

Visit the WP Carey website for this and other webinars.

]]> http://www.customercaremc.com/2013/04/getting-your-cfo-to-buy-into-the-business-case-for-an-enhanced-customer-experience/feed/ 0 John Goodman’s offers his views on ‘Treating Employees As Customers’ in ICMI’s Expert Angle http://www.customercaremc.com/2013/03/john-goodmans-offers-his-views-on-treating-employees-as-customers-in-icmis-expert-angle/ http://www.customercaremc.com/2013/03/john-goodmans-offers-his-views-on-treating-employees-as-customers-in-icmis-expert-angle/#comments Thu, 28 Mar 2013 10:07:46 +0000 Scott Broetzmann http://www.customercaremc.com/?p=1860 One Big Happy FamilyJohn Goodman writes on the International Customer Management Institute (ICMI) website about workload and dissatisfaction and the impact on employee satisfaction.
ICMI empowers organizations worldwide to optimize the efficiency, effectiveness and strategic value of their call centers.

John writes…

In many cases, customer unhappiness occurs when a CSR tells the customer exactly what the company instructs them to. This message unfortunately results in dissatisfaction, not usually for the company, but for the CSR. That is not the CSR’s fault, it is management’s fault!

Click to read the full article on the ICMI website.

Click to download a PDF of the article entitled ‘Treating-Employees-as-Customers-ICMIwebsite‘.

This article and many more are available to download from our ‘In the News‘ page.

 

]]> http://www.customercaremc.com/2013/03/john-goodmans-offers-his-views-on-treating-employees-as-customers-in-icmis-expert-angle/feed/ 0 John Goodman at the National Association of Convenience Stores (NACS) leadership conference in Miami http://www.customercaremc.com/2013/03/john-goodman-at-the-national-association-of-convenience-stores-nacs-leadership-conference-in-miami/ http://www.customercaremc.com/2013/03/john-goodman-at-the-national-association-of-convenience-stores-nacs-leadership-conference-in-miami/#comments Fri, 22 Mar 2013 13:47:26 +0000 Scott Broetzmann http://www.customercaremc.com/?p=1846 nacs-logoJohn Goodman, CCMC Vice Chairman, raises some eyebrows at the National Association of Convenience Stores (NACS) leadership conference in Miami.

Convenience store retailers not in touch with the needs of their customers risk far more than losing repeat business and sales. They risk extinction as customers gravitate toward chains that provide superior service and anticipate their needs.

That was the key message delivered by John Goodman, vice chairman of Customer Care Measurement & Consulting last month at the NACS Leadership Conference in Miami. Goodman provided expert customer commentary with his session on strategic customer service.

Read the full article on the Convenience Stores Decisions website.

Click here to download a PDF of the Look Who’s Talking… It’s Your Customers article.

This PDF and many more are available to download from our ‘In the News‘ page.

 

]]> http://www.customercaremc.com/2013/03/john-goodman-at-the-national-association-of-convenience-stores-nacs-leadership-conference-in-miami/feed/ 0 John Goodman talks with the Editor of Contact Center Pipeline http://www.customercaremc.com/2013/03/john-goodman-talks-with-the-editor-of-contact-center-pipeline/ http://www.customercaremc.com/2013/03/john-goodman-talks-with-the-editor-of-contact-center-pipeline/#comments Mon, 18 Mar 2013 17:58:41 +0000 Scott Broetzmann http://www.customercaremc.com/?p=1839 ccp-logoJohn 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.

]]> http://www.customercaremc.com/2013/03/john-goodman-talks-with-the-editor-of-contact-center-pipeline/feed/ 0 43 days in our lifetime waiting on hold http://www.customercaremc.com/2013/01/43-days-in-our-lifetime-waiting-on-hold/ http://www.customercaremc.com/2013/01/43-days-in-our-lifetime-waiting-on-hold/#comments Mon, 28 Jan 2013 15:44:04 +0000 Scott Broetzmann http://www.customercaremc.com/?p=1830 m-watchJohn Goodman, Vice Chairman of CCMC, reacts to a just-released study which estimates that we spend an average of 43 days in our lifetime waiting on hold when calling for customer service.

Click here to read the article in full on the Wall Street Journal, MarketWatch website.

This article entitled ‘Here’s how you’ll waste 43 days of your life‘ is available to download as a PDF.
This PDF and more are available to download on our ‘In the News’ page.

]]> http://www.customercaremc.com/2013/01/43-days-in-our-lifetime-waiting-on-hold/feed/ 0