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 […]Read more
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 […]Read more
In B2B environments, no news is not good news
By David Beinhacker, John Goodman In B2B environments, no news is often NOT good news. With business customers complaining at an even lower rate than consumers, John Goodman, Vice Chairman of CCMC, and David Beinhacker, CCMC’s Chief Research Officer and Partner, […]Read more
Researchers, bad news is inevitable. Set expectations.
In this article Quirk’s article, Researchers, bad news is inevitable. Set expectations, John Goodman and David Beinhacker of Customer Care explain why it is critical that researchers give their clients bad news and how to set expectations in advance for […]Read more
Big data: boon to improving customer experience, bane of researchers?
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 […]Read more