Customer Care Measurement & Consulting (CCMC)

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

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John Goodman

Bad News Does NOT Get Better With Age – Transparency & Customer Onboarding Are Critical, And All Too Often Poorly Performed

More than ever, with the added stress and uncertainty of a global pandemic, customers really, really do not like unpleasant surprises. Stuck at home, they are more carefully exploring products and services, especially on social and review websites, and … Read more about Bad News Does NOT Get Better With Age – Transparency & Customer Onboarding Are Critical, And All Too Often Poorly Performed

Treating employees as customers

Many consulting and training organizations point directly to employee attitudes and behaviors as the cause of more than two thirds of customer attrition. But, instead of using this knowledge to examine the entire organization and to train employees … Read more about Treating employees as customers

Video – The Key to Successful Customer Education

How to Save the Customer from Him or Herself Several recent studies including CCMC’s survey of Voice of the Customer programs suggest that faulty customer expectations and errors are the basis of 30% of all customer dissatisfaction and service workload. … Read more about Video – The Key to Successful Customer Education

Factors Leading to an Impactful Voice of the Customer Process

A new survey of 115 companies by CCMC and Call Center Pipeline found four important aspects are critical to Voice of the Customer program success.  These factors were: Explicit inclusion of the quality function as a key part of the team; Creation … Read more about Factors Leading to an Impactful Voice of the Customer Process

Quantifying Service Impact in Multiple Countries

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