Customer Care Measurement & Consulting (CCMC)
Metrics and analytics for establishing priorities, compelling action and increasing customer loyalty
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 … Read more about How Zero IVR is enhancing the customer experience through technology
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
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
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)!
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
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
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
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?
In my last posting, Part 1, I reported CCMC research that concluded corporate America does a worse job at handling customer complaints today than in the 1970s. This is the case even though companies have invested literally billions of dollars upgrading … Read more about Why the Customer Care Revolution Failed SO FAR: A Roadmap to Ultimate Victory Part 2
