Apple Customer Gone Wild, and What Else We Know about Customer Rage
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?” […]Read more
Marketplace.org Podcast: What makes you happy when your call is put on hold?
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 […]Read more
Why the Customer Care Revolution Failed SO FAR: A Roadmap to Ultimate Victory Part 2
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 […]Read more