Customer Care Measurement & Consulting LLC

Customer Rage by Marc Grainer and David Beinhacker

CCMC Admin — Fri, 18 May 2012 07:49:06 +0000

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 ModernDCBusiness.com (opens in new tab).

Download a PDF of the Customer Rage article, or please visit our In The News page for more published articles whitepapers.

10 Things Customer-Service Reps Won’t Tell You

Scott Broetzmann — Thu, 19 Jan 2012 09:34:43 +0000

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 new window).

Download a prepared PDF of the article.

Read this and other articles and documents on our ‘In The News‘ page.

Marc Grainer shares his views on the 2011 Customer Rage Survey with the Wall Street Journal

Scott Broetzmann — Tue, 06 Dec 2011 15:53:42 +0000

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.

The Customer Experience In The C-Suite: Sincerity or Lip Service?

Scott Broetzmann — Thu, 24 Nov 2011 09:31:14 +0000

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 terms of how they use customer survey data to improve the customer experience.

Clear to read the full article at ModernDCBusiness.com

A Little Respect: American Consumers Are Really Mad But They’re Not Asking for Much

Scott Broetzmann — Fri, 18 Nov 2011 13:59:28 +0000

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 full interview on the knowwpc website.

Fox Business Interview about the 2011 National Customer Rage survey

Scott Broetzmann — Thu, 17 Nov 2011 14:26:18 +0000

Gerri Willis from Fox Business recently interviewed CCMC’s President and CEO Scott M. Broetzmann about the 2011 National Customer Rage survey.

Click to view the interview on the Fox Business website.

2011 National Customer Rage Survey is scheduled to be released today

Scott Broetzmann — Wed, 02 Nov 2011 15:34:35 +0000

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 detailed look at the impact of Web 2.0 in complaint handling and the impact of Web 2.0 on buying intentions.

Unconventional Wisdom – The Secret Sauce Of Extraordinary Customer Care

Scott Broetzmann — Wed, 10 Aug 2011 13:46:06 +0000

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 may be contributing factors, our own research suggests a much simpler explanation. Despite the best of intentions, this decreased satisfaction is a predictable result of implementing poorly thought out and executed customer care practices. More often than not, these ineffective practices have been formulated in a vacuum of conventional wisdom (i.e., “We didn’t ask customers what they value because we already know”).

Read the full article entitled ‘The Secret Sauce of Customer Care’ on ModernDCBusiness.com

Are consumers too whiny? A new article in Consumer Reports Magazine

Scott Broetzmann — Tue, 14 Jun 2011 12:32:18 +0000

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 our News page.

Lies, Damn Lies, & Customer Loyalty Surveys

Scott Broetzmann — Wed, 11 May 2011 15:22:25 +0000

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 issues in the Spring issue of Modern DC Business Magazine.