Customer Care Measurement & Consulting (CCMC)
Metrics and analytics for establishing priorities, compelling action and increasing customer loyalty
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 3)
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)
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
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
Late deliveries and long waits top list of customer service complaints, according to a new ASQ survey. Source: PRweb.com "Returning an item is like breaking up when you're dating. Do it in a public place and don't make the service rep defensive." John … Read more about John Goodman quoted in an ASQ Press Release
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
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)!
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
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
Companies have tried for decades to improve customer complaint resolution — without notable success. A new approach is needed. IN 1976, the U.S. Office of Consumer Affairs sponsored what many consider the first national survey of customer satisfaction in … Read more about What Unhappy Customers Want
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!
Published in the June 2013 Quirks Report, David Beinhacker (Chief Research Officer) and John Goodman (Vice Chairman) share their insights on how to use big data to navigate the customer experience. Click to download a PDF of the article entitled Big … Read more about Big data: boon to improving customer experience, bane of researchers?
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
Destination CRM weighs in the new measures of customer care success and considers the results of the National Customer Rage survey in that discussion. In a new article entitled 'The New Measure of Customer Service Success'. Leonard Klie asks Why some … Read more about Article: The New Measure of Customer Service Success
Scott M. Broetzmann talks with JEN WIECZNER from SmartMoney about the often conflicting realities faced by customer service reps trying to meet company requirements and satisfy the consumers they serve. Read the SmartMoney article "10 Things … Read more about 10 Things Customer-Service Reps Won’t Tell You
Marc Grainer shares his insights about the 2011 National Customer Rage Survey in an interview with the W.P. Carey School of Business at Arizona State University. What are customers so mad about? More than anything, they’re mad about the time that these … Read more about A Little Respect: American Consumers Are Really Mad But They’re Not Asking for Much
Gerri Willis from Fox Business recently interviewed CCMC’s President and CEO Scott M. Broetzmann about the 2011 National Customer Rage survey. Watch the latest video at video.foxbusiness.com Click to view the interview on the Fox Business website. … Read more about Fox Business Interview about the 2011 National Customer Rage survey
The 2011 National Customer Rage Survey is scheduled to be released today. CCMC, in collaboration with Arizona State University's Center For Services Leadership, will share key findings from the survey at the Center For Services Leadership Symposium in … Read more about 2011 National Customer Rage Survey is scheduled to be released today
When it comes to the customer loyalty, many companies are more obsessed with measuring it than improving it. Getting the best ROI for customer loyalty surveys is a matter of creating a culture that’s performance-inspired rather than score-centric. … Read more about Lies, Damn Lies, & Customer Loyalty Surveys
“What next?” is a question that hopefully is asked as the end of any study nears. As a manager or executive, you ideally will have good data and great plans to move the needle. But how high does this needle have to jump to in order to be defined as … Read more about Target Setting – Folding Science Into Art
I recently enjoyed the privilege of presenting a keynote address at the 2010 International Customer Service Association (ICSA) conference in Atlanta, Georgia. I’d like to share two observations; one about ICSA and a second about a central theme of my … Read more about Keynote Presentation To The International Customer Service Association
Back in the mid-1980’s, Baskin-Robbins introduced a line of international cream flavors, including one named Chocolate Raspberry Truffle. It was fantastic – rich, decadent, and chocolaty with ribbons of raspberry and bits of real truffle. As good as it … Read more about Vanilla, Chocolate, & Net Promoter
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
