Customer Care Measurement & Consulting (CCMC)
Metrics and analytics for establishing priorities, compelling action and increasing customer loyalty
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 … Read more about Customer Rage Study Podcast: Interview With Scott Broetzmann and Mary Murcott
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
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 then poorly … Read more about Whitepaper: Are You Wasting Money on Customer Service?
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 has … Read more about NYT Article: How to Get Better Customer Service, and Skip the Rage
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 … Read more about Customer Rage: The Bottoming Out Of Complainant Satisfaction & The Unintended Consequences Of Corporate Customer Experience Vices
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
Posted as a guest blog on the International Customer Service Association (ICSA), Scott M. Broetzmann (President & CEO) shares his views about how too many companies use insincere customer experience metrics and therefore self-perpetuate mediocre … Read more about Customer Rage – Most companies don’t really understand it because their customer experience metrics are insincere
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
2015 marks the seventh release of the National Customer Rage survey since the inaugural “White House” study on complaint handling was conducted by my colleagues Marc Grainer and John Goodman back in 1976. When the original White House study was conducted … Read more about We All Go A Little Mad Sometimes (And We Like To Tell Our Stories About It)
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
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!
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
The Wall Street Journal's Sue Shellenbarger puts SCREAMING, SHOUTING, and VENTING in the workplace in context using results from CCMC’s 2011 Customer Rage survey. Read the article on the Wall Street Journal website. Download the PDF of the article. … Read more about SCREAMING, SHOUTING, and VENTING in the workplace
Marc Grainer – CCMC Chairman – shares his views on the 2011 Customer Rage Survey with the Wall Street Journal. Click to read the full article on the study from The Wall Street Journal. … Read more about Marc Grainer shares his views on the 2011 Customer Rage Survey with the Wall Street Journal
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
