Customer Care Measurement & Consulting (CCMC)
Metrics and analytics for establishing priorities, compelling action and increasing customer loyalty
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 … Read more about Customer Care Measurement & Consulting has partnered with Medallia
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 Care … Read more about Top Takeaways From The 2017 Customer Rage Study
In an interview with TIME, Scott Broetzmann, President and Chief Executive Officer of Customer Care Measurement & Consulting, explains the appeal of airing grievances in social media: Even if you don't get the response you want from the company, … Read more about Does Tweeting at Companies Really Work?
Are you spending too much for too little return on your customer experience surveys? Done right, customer experience surveys can be a trustworthy barometer of corporate well-being. In its most recent white paper, CCMC identifies the seven customer … Read more about The Seven Customer Experience Survey Habits of Companies that Give A Damn
In this twenty-five minute interview, customer satisfaction industry expert Laura Sikorski and author John Goodman discuss the importance of customer surveys and the need to find customers who don’t complain even when they are not satisfied. John asks … Read more about Interview: Surveys – Less Customer Irritation = More Value
John’s latest book, Customer Experience 3.0, describes in detail what he means by customer experience 3.0, provides a customer experience framework and a step-by-step roadmap to delivery of the 3.0 customer experience. In this one minute video, John … Read more about Have a minute? Listen to author John Goodman share the business payoff in delivery of Customer Experience 3.0
This podcast is brought to you by the Center for Services Leadership, a groundbreaking research center in the W.P Carey School of Business at Arizona State University. The Center for Services Leadership provides leading edge research and education in the … Read more about Customer Rage Study Podcast: Interview With Scott Broetzmann and Mary Murcott
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 1 and 2)
Since the seminal 1976 White House Study on complaint handling, we have known that complaint handling could be an effective marketing strategy. Since then, the seven Customer Rage studies that have been conducted by Arizona State University and CCMC have … Read more about Whitepaper: When Will We Ever Learn: Why the Revolution in Corporate Complaint Handling Has Failed SO FAR
Forty years after the first White House Study on customer satisfaction and billions of dollars later, people are as unhappy as ever, finds the 2015 Customer Rage Study. Read how your company can avoid common pitfalls, such as soliciting and then poorly … Read more about Whitepaper: Are You Wasting Money on Customer Service?
Find out how being proactive regarding the customer experience can save your business money. Data shows that services costs may be cut by as much as two-thirds with proactive customer service. Using technology to set customer expectations, educate, … Read more about Whitepaper: Delivering Psychic Pizza
In an interview with the New York Times, Scott Broetzmann, President and Chief Executive of Customer Care Measurement & Consulting, offers tips on how to get better customer service in an era when data shows spending on the customer experience has … Read more about NYT Article: How to Get Better Customer Service, and Skip the Rage
Does your business have quality progress tools in place for your Marketing & Sales team? Read about why this is important and the tools that can be put in place to ensure top quality for all your teams, no matter the industry. Customer Care … Read more about Article: The New Quality Frontier: Applying Continuous Improvement Tools to Marketing and Sales
“Brands need to stop doing surveys to answer questions they already know,” advises Goodman in an interview with Telus International. Find out more about how top brands like Southwest, Zappos and Clorox, a CCMC client, are conducting formal surveys, … Read more about Article: Three ways call centers can tap into Voice of the Customer (VoC)
Customer Rage – Many companies don’t really understand it and are impotent to manage it because they are infatuated with insincere customer experience metrics and narrowly focused on optimizing a transaction. Consider these disquieting facts from the … Read more about Customer Rage: The Bottoming Out Of Complainant Satisfaction & The Unintended Consequences Of Corporate Customer Experience Vices
Customer Rage & Customer Experience ROI – How An Infatuation With Insincere Customer Experience Metrics Destroys Brands. Companies have put an overwhelming emphasis and invested meaningful resources in the customer experience. Yet, today's customers … Read more about Whitepaper: Customer Rage & Customer Experience ROI
By Gigi Douban on marketplace.org Scott M. Broetzmann, CCMC President & CEO, opines with NPR's Marketplace on the proliferation, annoyance and authenticity of on line customer reviews that businesses often beg for. Podcast Report on the … Read more about Marketplace.Org Article: “Hey, will you give me a 10?”
Filmmakers at the Department of Communication Arts at the University of Wisconsin-Madison share their observations and experiences about the making of the several documentaries on the National Customer Rage Survey. The following article was posted by … Read more about ASU: National Customer Rage Survey Videos
And Four Other Things You’ve Meant to do for the Last Year Have you taken your CIO to lunch recently? Read why this matters and find four other strategic recommendations of John Goodman to dramatically improve your bottom line. Click here to … Read more about Article: Take Your CIO to Lunch
Referencing the recent publications of the 2015 Customer Rage Study, Elizabeth Gehrman of the Boston Globe writes about her experiences of consumer rage. Turns out I’m not the only one getting annoyed. According to the aptly named 2015 Customer Rage … Read more about Boston Globe article: Dispatches from customer service hell
Scott M. Broetzmann - President & CEO of Customer Care Measurement & Consulting - talks with Ken Morgan & Julie Dougherty from MoneyRadio 1510 AM in Phoenix about the 2015 National Customer Rage survey. Click to play: … Read more about Rage Study Interview: Scott M. Broetzmann talks with MoneyRadio 1510 AM
2015 marks the seventh release of the National Customer Rage survey since the inaugural “White House” study on complaint handling was conducted by my colleagues Marc Grainer and John Goodman back in 1976. When the original White House study was conducted … Read more about We All Go A Little Mad Sometimes (And We Like To Tell Our Stories About It)
John Goodman and Scott Broetzmann publish a whitepaper on why omnibus customer experience metrics can breed the unintended consequence of inaction. Adam Alter, Assistant Professor of Marketing & Psychology at NYU’s Stern School of Business, recently … Read more about Whitepaper: How The Net Promoter Score (NPS) Is Like Global Warming
John Goodman, David Beinhacker and Scott M. Broetzmann use their cover feature in the August, 2015 Quirk’s Marketing Research Review to present a compelling argument for better alignment between voice of the customer efforts and customer experience … Read more about Quirk’s Cover Feature: Better alignment between voice of the customer efforts and customer experience feedback methods
Your customer service reps aren't the primary cause of customer dissatisfaction – reallocate your quality improvement resources to the real causes by John Goodman & Scott M. Broetzmann It's The Process, Stupid Service executives and contact center … Read more about It’s The Process, Stupid
By Chip R. Bell Assume you were charged with a random act of kindness. Your accuser claimed you wasted company time and resources going out of your way to be nice to a customer. Since time is money and resources are scarce, your charge is rather … Read more about Guest Post: Determining the ROI on Innovative Service
Writing on the Loyalty360 website, John Goodman discusses potential service issues that arise from new product and consumer offers. Despite their title, customer loyalty marketers often fail to sufficiently include the customer. Loyalty360 is a market … Read more about Article: Once a Product or Offer Is Designed, You Are NOT Done (With the Customer)!
Writing on the Intelliresponse.com website, John Goodman discusses the importance of being proactive in your approach to service. Many companies exclusively focus their resources on reducing the cost of response to customer problems and inquiries, and … Read more about Article: Are You Proactive or Reactive in Your Approach to Service?
CCMC research was recently quoted in an article published on the Pittsburgh Post-Gazette website. ...disgruntled complainants are almost three times more likely to express their unhappiness to others than those who have a good experience. Each … Read more about Consumer Reports: How to survive do-it-yourself customer service
A new survey of customer service managers provided some surprising information on what metrics departments are using to measure the effectiveness of self-service. SoftwareAdvice.com, a technology evaluation firm for customer support software, conducted a … Read more about Where’s the Beef in Web Self-Service? Are you measuring what is important?
In a recent article published on destinationCRM.com John Goodman asks... What's wrong with traditional customer involvement methods? A new study by Forbes and ASQ of more than 2,000 global senior executives and quality professionals found that only … Read more about Article: The High Price of Ignoring Customer Input and Big Data
John Goodman is referenced in a recent article by ConsumerReports.org written for the Boston Globe. But self-service shouldn’t mean no service. Try canceling an online order immediately after pressing “submit.” Chances are you can’t. Or try tracking down … Read more about ConsumerReports.org: Use tech to your advantage when seeking customer support
John Goodman presents a series of compelling essays on the customer experience. In this piece, John discusses the inextricable linkage between CRM and the customer experience.. Download a PDF of the article entitled Beyond CRM: Managing the Customer … Read more about Article: Beyond CRM: Managing the Customer Experience
Tod Marks publishes an articles on the Fox Business website citing John Goodman's new book, Customer Service 3.0 Published August 28, 2014 Just about all of us will need to contact customer service at some point, and too often the outcome ends in … Read more about Article: Hallmarks of horrible customer service
ALEXANDRIA, Virginia – July 8, 2014 – Customer Care Measurement & Consulting, LLC (CCMC) announces its affiliation with the prestigious Arizona State University Center for Services Leadership (CSL), and the appointment of Scott M. Broetzmann, … Read more about Press Release: Scott M Broetzmann appointed to Arizona State University Center for Services Leadership
John Goodman writes on the Smartblogs.com website. The smart supply chain executive should work with their consumer affairs and marketing executives to balance these issues to maximize company success. Download a PDF of the article entitled How supply … Read more about Article: How supply chain traceability relates to consumer affairs and the bottom line
John Goodman has an article published on the Salesforce Blog about annoying service actions. We all know exactly the types of customer service interactions that raise our blood pressure. Five of the most prevalent points of pain that surface in CCMC’s … Read more about Article: 5 Common Service Actions That Drive Your Customers Nuts
In a recent article by John Goodman on baselinemag.com, John explains how... By being proactive, a company can dazzle its customers with great service. The biggest payoffs often come from providing information and setting expectations. Click here to … Read more about Article: How Technology Contributes to Customer Experience
Customer problems are on the rise and customers are increasingly frustrated by how little they get in return for their complaining efforts. Learn more about the results of the 2013 survey here. … Read more about The National Customer Rage Survey 2013: The results are in!
John Goodman has had an article published recently on customerservicemanager.com - eMagazine for Customer Service Professionals. Based on ASQ’s Global State of Quality Research: Discoveries 2013, Customer Service Managers can enhance the pay-off of … Read more about Article: 6 Ways to Link Quality Improvement to Customer Service
Press Release For immediate release Arlington, VA, December 19, 2013 – Scott M. Broetzmann, President and Co-Founder of Customer Care Measurement & Consulting (CCMC), was recently elected to the Board of Directors of the Council of Better Business … Read more about Scott Broetzmann Elected to Board of Directors of the Council of Better Business Bureau
Writing on The Customer Management Blog, John Goodman shares thoughts on the importance of an effective Voice of the Customer (VOC) program. Even if your center is fairly small you MUST have a VOC program because it keeps your staff happy and it … Read more about Article: Creating a VOC Program in Your Call Center
Scott M. Broetzmann, CCMC President & CEO, reflects on customer rage and the marketplace obsession and manipulation of social media. As he puts it: “Wouldn’t it be better to actually fix problems and design better products than to manage fallout?” So … Read more about Apple Customer Gone Wild, and What Else We Know about Customer Rage
The 22nd Service Quality Conference sponsored by ASQ will be held Monday, Oct. 7 – Tuesday, Oct. 8, 2013, at the Planet Hollywood Resort, Las Vegas. This year’s theme is “Seizing the Competitive Advantage With Service Quality.” The conference provides … Read more about ASQ Service Quality Conference: Seizing The Competitive Advantage in Customer Service
John A. Goodman publishes an article on the Washington Business Journal website. The online version of the Washington Business Journal has the latest breaking business news, updated throughout the day, some of this week's top stories from the … Read more about Treat employees as your customers, not as robots
Scott M. Broetzmann, CCMC President & CEO, talks with NPR's Marketplace Business about the fallacy of using music to soothe the caller on hold. Click here to read the full article on the Marketplace.org website. Download a PDF of the article … Read more about Marketplace.org Podcast: What makes you happy when your call is put on hold?
Scott M. Broetzmann, President & CEO of CCMC, talks with Men's Health Magazine about how to get what you want when complaining. Sometimes you feel compelled to speak up if you think you’ve been wronged. But instead of posting profanity-laden messages … Read more about Men’s Health Magazine: How to get what you want when complaining
John Goodman, CCMC Vice Chairman, raises some eyebrows at the National Association of Convenience Stores (NACS) leadership conference in Miami. Convenience store retailers not in touch with the needs of their customers risk far more than losing repeat … Read more about John Goodman at the National Association of Convenience Stores (NACS) leadership conference in Miami
John Goodman talks with the Editor of Contact Center Pipeline about his work, his new role at CCMC, and his second book. Click to download the PDF of the Q&A with John Goodman and Contact Center Pipeline. This PDF and many more are available to … Read more about John Goodman talks with the Editor of Contact Center Pipeline
John Goodman, Vice Chairman of CCMC, reacts to a just-released study which estimates that we spend an average of 43 days in our lifetime waiting on hold when calling for customer service. Click here to read the article in full on the Wall Street … Read more about 43 days in our lifetime waiting on hold
