Customer Care Measurement & Consulting (CCMC)
Metrics and analytics for establishing priorities, compelling action and increasing customer loyalty
Satisfied employees enhance the bottom line. Research shows that, if employees are happy, there is direct correlation to improved customer satisfaction and loyalty. Given that human resources and customer service managers are faced with a tight … Read more about Treating employees as customers
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 … Read more about Equipping Your Front-Line to Deliver a Can-Do Customer Experience 3.0
We know customers don’t read their contracts. And, we know that companies that make customers aware of unpopular contract provisions retain customers. So, how can businesses get the word out? Read John Goodman’s strategies to help make your customers … Read more about Getting Customers To Understand Their Contract: What Zuckerberg Should Have Said
Perhaps not surprisingly, consumers with problems appear to behave the same around the world, so shows collaborative research done by Customer Care Measurement and Consulting, Tigo, the Millicom Bolivian Cellular Company, and LearningIt in Tokyo, which … Read more about Quantifying Service Impact in Multiple Countries
Head of Quality at the Dr. Pepper Snapple Group, Ken Feldman, and John Goodman, Vice Chairman of Customer Care, teamed up to co-author Quality’s New Frontier, Applying continuous improvement tools to marketing and sales. (PDF, 1.2Mb) In their article, … Read more about Article: Quality’s New Frontier, Applying continuous improvement tools to marketing and sales
In this twenty-five minute interview, you will hear customer satisfaction industry expert Laura Sikorski query author John Goodman about how to make the customer experience proactive, preventive and engaging. Take-aways include the importance of doing … Read more about Interview: Make the customer experience proactive, preventive and engaging
In Examining The Myths and Costs of Agent Disengagement, a three-part series, John Goodman, author of Customer Experience 3.0 and Strategic Customer Service, identifies the false assumptions many companies operate under regarding employee retention and … Read more about Article: Examining the myths and costs of agent disengagement (Part 3)
John Goodman,Vice Chairman, CCMC March 7 2013 John Goodman, Vice Chairman, Customer Care Measurement and Consulting Research has shown that Voice of the Customer (VOC) efforts that have CFO buy-in are considerably more effective at getting important … Read more about Getting Your CFO To Buy Into The Business Case For An Enhanced Customer Experience
