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- Apr 21 2017
Customer Rage Study Podcast: Interview With Scott Broetzmann and Mary Murcott
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 […]
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- Mar 30 2017
Whitepaper: When Will We Ever Learn: Why the Revolution in Corporate Complaint Handling Has Failed SO FAR
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 […]
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- Mar 15 2017
Whitepaper: Are You Wasting Money on Customer Service?
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 […]
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- Mar 02 2017
NYT Article: How to Get Better Customer Service, and Skip the Rage
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 […]
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- Oct 23 2016
Customer Rage: The Bottoming Out Of Complainant Satisfaction & The Unintended Consequences Of Corporate Customer Experience Vices
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 2015 National Customer […]
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