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- May 01 2013
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 […]
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- Apr 23 2013
Getting Your CFO To Buy Into The Business Case For An Enhanced Customer Experience
John Goodman,Vice Chairman, CCMC March 7 2013 John Goodman, Vice Chairman, Customer Care Measurement and Consulting Research has shown that Voice of the Customer (VOC) efforts that have CFO buy-in are considerably more effective at getting important customer issues fixed. […]
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- Apr 11 2013
Men’s Health Magazine: How to get what you want when complaining
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 […]
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- Mar 28 2013
John Goodman’s offers his views on ‘Treating Employees As Customers’ in ICMI’s Expert Angle
John Goodman writes on the International Customer Management Institute (ICMI) website about workload and dissatisfaction and the impact on employee satisfaction. ICMI empowers organizations worldwide to optimize the efficiency, effectiveness and strategic value of their call centers. John writes… In […]
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- Mar 22 2013
John Goodman at the National Association of Convenience Stores (NACS) leadership conference in Miami
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 business and […]
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