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Customer Care Measurement & Consulting (CCMC)

Metrics and analytics for establishing priorities, compelling action and increasing customer loyalty

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  • About CCMC
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    • Why Choose CCMC?
      • What Our Clients Have To Say About Us
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      • Health Care Supplier
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      • Scott M. Broetzmann
      • Marc Grainer
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      • David Beinhacker
      • Katherine M. Drom
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      • Strategic Customer Service (2019)
      • Customer Experience 3.0
      • Strategic Customer Service (2009)
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  • Customer Care Measurement & Consulting
    Marketplace leaders are entrusting their visions and aspirations for an extraordinary customer experience to CCMC
  • Scientifically powering extraordinary customer experiences
    Uncovering actionable insights.
    Facilitating right actions.
  • Where are you on your customer experience journey?
    What is your vision?
    What are your barriers?
    Do you know what matters most?
  • Why Choose CCMC?
    A recognized market leader and authoritative voice for trends influencing the customer experience
  • The 2020 National Customer Rage Study
    Find out the results now!
  • In Insights, find CCMC’s thought leadership in the Customer Experience field in their books, articles, whitepapers, blog posts, and more
  • Strategic Customer Service, 2d ED
    By John Goodman, Vice-Chairman, CCMC and Scott M. Broetzmann, President, CCMC
    Strategic Customer Service is a data-packed roadmap that shows business’s how to transform customer service into a strategic function and reap benefits far exceeding investments.

    For those committed to extraordinary customer service in the rapidly, ever-changing digital age, this book is a must-read.

What We Do

Scientifically powering extraordinary customer experiences.
Uncovering actionable insights. Facilitating right actions.

Measurement

Consulting

Inspiration & Learning

What Our Clients Say About Us

  • If someone is really trying to understand the customer experience and thinking of how to improve upon it, I believe CCMC is the best group to do it.
    Eric Timm, Vice President, Sales, Phonak, LLC
  • Actionable. Adaptable. Engaging. Collaborative. Partners. These are some of the first words that come to mind when I think of CCMC.
    Kara Wilhelm, Director, Strategic Intelligence, Cardinal Health
  • CCMC is a trusted and smart business partner – helping us become even more effective at driving customer delight.
    Richard Howard, Senior Vice President, Sales and Marketing, Daimler Trucks North America

Why Choose CCMC?

An out of the ordinary perspective.

Extraordinary results.

Marketplace pacesetters just like you are relying on CCMC in their journey to transform the customer experience and best their competition.
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Deep expertise.
Unique know-how.

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Fostering breakthrough
insights that move the needle

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A trusted advisor keeping
company with the best

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CCMC’s client satisfaction mantra:
success is never final

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Unlocking a visionary
point of view

Insights

Latest Blog Post

Recent Posts

  • Bad News Does NOT Get Better With Age – Transparency & Customer Onboarding Are Critical, And All Too Often Poorly Performed February 9, 2021
Read more from our blog

2020 National Customer Rage Study

CCMC in collaboration with the Center for Services Leadership at the W.P. Carey School of Business at Arizona State University & KraftHeinz has released the 2020 National Customer Rage Study.

Find out the results!

GET THE RESULTS!

Strategic Customer Service, 2nd Edition

by John Goodman

Need to make a compelling business case for making service a strategic competitive edge?

Read Strategic Customer Service, 2nd Edition.

It’s a road map for just this, and a wake-up call about how today’s customers, both consumers and businesses, have different and rapidly evolving service expectations based on their last best service transaction.

Learn More

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About CCMC

  • About CCMC
  • Vision, Mission & Values
  • Why Choose CCMC?
  • What Our Clients Have To Say About Us
  • Case Studies
  • Principals & Key Staff
  • In The Community

Principals & Key Staff

  • Scott M. Broetzmann
  • Marc Grainer
  • John A. Goodman
  • David Beinhacker
  • Katherine M. Drom

Services

  • Measurement
    • Customer Experience Surveys
    • Brand Studies
    • Benchmarking Surveys
    • Employee Surveys
    • Focus Groups
    • In-Depth Interviews
    • Survey Blueprinting
  • Consulting Services
  • Inspiration & Learning
Journal of Creating Value
Insights Association

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