Customer Care Measurement & Consulting LLC
Customer Care Measurement & Consulting - metrics and analytics for establishing priorities, compelling action and increasing customer loyalty
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...]
Customer care is a double-edged sword. Done right, it can increase corporate profitability. Done wrong, it can be a sinkhole. Emily Yellin’s must-read book, Your Call Is (Not That) Important To Us, provides an investigative journalist’s compelling view of customer care in today’s marketplace. … [Read more...]
