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- Oct 09 2018
Equipping Your Front-Line to Deliver a Can-Do Customer Experience 3.0
Last month, John Goodman presented on Authentic Empowerment: Equipping Your Front-Line to Deliver a Can-Do Customer Experience 3.0 at Customer Service Institute of America. The video recording of the presentation is now available for you, and is especially important […]
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- Aug 29 2018
How Zero IVR is enhancing the customer experience through technology
Harnessing technology to improve the customer experience is vital. Customer satisfaction in the United States hasn’t improved much, if at all, in the last three decades, despite new technologies. Customers are willing to hold for less time, and they want […]
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- Aug 28 2018
Most Companies Impede A Can-Do, Empowered Front Line
Has your business struggled with its customer experience? How empowered is your workforce? Do you know what authentic empowerment is, its value, how to empower your employees to provide more seamless and empathetic customer experiences that will also enhance your […]
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- Jul 17 2018
Customer Care Measurement & Consulting has partnered with Medallia
Customer Care Measurement & Consulting has partnered with Medallia, a leading customer experience software firm, to fortify its mission of ensuring companies receive substantial return on their customer experience investments. CCMC’s deep strategy and consulting experience, combined with Medallia’s industry-leading […]
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- Apr 24 2018
So When Is No News NOT Good News?
With increasing focus on the customer experience, one might think customers would be more satisfied than ever, but this is simply not the case. Problems are on the rise, negative WOM is increasing, and nearly 25% of customers fail to […]
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