Author Archive for Scott Broetzmann

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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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By Lisa Loftis For the first time in several years, marketing budgets have declined.  As a result, marketers are focusing even more on retaining current customers, and they have placed a high priority on their VOC initiatives.  Given that the 2017 Rage Study […]

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By Rebekah Sanders, AZ Republic, USA Today The 2017 Customer Rage study conducted by Customer Care Measurement & Consulting for Arizona State University confirms what every holiday shopper knows: customer service remains horrible even as businesses continue to invest in […]

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By Kathryn Kyte Yahoo Finance The relationship between consumer and company doesn’t always run as smoothly as we’d hope. Oftentimes the lines of communication can be strained with dissatisfied customers making it known they are less than pleased with said service or […]

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By Blake Morgan Forbes Customer rage. It’s something no brand wants to be associated with, but new data from the Customer Rage Survey shows that more companies have customers experiencing rage than they may think. The data released by Customer […]