Find CCMC case studies, published whitepapers and articles by CCMC executives as well as press articles on CCMC research and thought leadership.
Use the tools below to search by category, subject or keyword.
Search by category
Search articles by subject
Search our site by keyword:
Recent uploads
| Name |  | Category | Media Tags |
|---|---|---|---|
|
DRIVE EMPLOYEE SATISFACTION WITH INTERNAL SLAS AND BETTER COMMUNICATION Employee satisfaction is critical, especially in a labor-short environment. In several recent surveys of employees, we found that poor internal communication and support to employees by internal service providers are top frustrations. We have a way to solve for that. |
Download | Article, Download, Whitepaper | Employee |
|
No News Is Not Good News! Customers often do not complain about the most damaging problems. So here’s how to take your VOC to the next level, along with a case study. |
Download | Article, Download, Press | Customer Service, service quality |
|
Getting Customers To Understand Their Contract Mark Zuckerberg’s testimony before Congress this week highlighted a problem faced by all companies: that the customer does not understand what they bought because no one reads the details. While Facebook was not blameless (as I’ll explain below), the basic problem of customers not reading contracts, directions and forms is ubiquitous. |
Download | Article, Document, Download | Customer Experience, quality improvement |
|
TRANSFORMING LISTENING INTO ACTION: Fortifying VOC Programs For the first time in several years, marketing budgets have declined. As a result, marketers are focusing even more on retaining current customers, and they have placed a high priority on their VOC initiatives. Given that the 2017 Rage Study results show a majority of customers with problems experienced rage, and that other research shows that less than one quarter of companies were able to turn VOC insights into business process modifications, businesses clearly need to do more than listen. Read more about why VOC only helps if you take action. |
Download | Article, Case Study, Download | Customer Service |
|
Feeling like the Grinch? ‘Customer rage’ is real The 2017 Customer Rage study conducted by Customer Care Measurement & Consulting for Arizona State University confirms what every holiday shopper knows: customer service remains horrible even as businesses continue to invest in customer service programs, and customers are mad about it. A lot is at stake for businesses – $313 billion in estimated lost revenue – and what do customers seek? Exactly what you might expect: to be treated with dignity, to be reassured the issue will be corrected for others, an apology and sometimes a refund. |
Download | Article, Download, Press | Customer Experience, Customer Service |
Archive Articles and Publications
- TRANSFORMING LISTENING INTO ACTION: Fortifying VOC Programs By Lisa Loftis
- Rage on: These are the kinds of companies that make you the most angry By Kathryn Kyte, Yahoo Finance
- Top Takeaways From The 2017 Customer Rage Study By Blake Morgan, Forbes
- ASU survey: Angry customers cost businesses $300B in future sales By Wayne Schutsky Tribune Staff Writer, East Valley Tribune
- Feeling like the Grinch? ‘Customer rage’ is real By Rebekah Sanders, AZ Republic, USA Today
- You’re not the only one feeling like Grinch — ‘customer rage’ is real By Rebekah Sanders, AZ Republic
- Hallmarks of horrible customer service
Tod Marks, Fox Business News(August 2014) - What makes you happy when your call is put on hold?
David Weinberg, Marketplace, March 2013 - Why Online Rants Are PointlessScott Rosenfield, Men's Health, March 2013
- Look Who's Talking... It's Your Customers - John Goodman at the National Association of Convenience Stores (NACS) leadership conference Convenience Store Decisions website, March 2013
- Apple Customer Gone Wild, and What Else We Know about Customer RageBy Paula Bernier , Executive Editor, TMC
- What makes you happy when your call is put on hold? by David Weinberg, Marketplace, March 2013
- Contact Center Pipeline - 'Shut your mouth" PDF, 9Mb
- Why Online Rants Are Pointless by Scott Rosenfield, Men's Health, March 2013
- Treating Employees as Customers by John Goodman - Convenience Store Decisions website
- Look Who's Talking... It's Your Customers - John Goodman at the National Association of Convenience Stores (NACS) leadership conference - Convenience Store Decisions website
- Customer Experience Measurement: A Q&A with John Goodman and Contact Center Pipeline - Leadership Q&Q
- Naughty or Nice: ASQ Offers Tips for Getting Better Customer Service During the Holidays Press release: Contact Kevin Braley from the American Society for Quality (ASQ)
- The New Measure of Customer Service Success By Leonard Klie on DesinationCRM.com. (Download PDF)
- Five Trusty Tips to Score Better Customer Service By Michael Estrin on Fox News. (Download PDF)
- YOUR MONEY – Complaining the right way By Mitch Lipka, Reuters. (Download PDF)
- 10 Things Customer-Service Reps Won't Say - By Jen Wieczber, SmartMoney. (Download PDF)
- Fighting Back - and Winning - By Scott M. Broetzmann, Wall Street Journal
- Your Call Is (Not That) Important to Us - By Emily Yellin, US Airways Magazine
- Two Months After J.D. Power Honor, Regulators Stepped In At WellCare! - By Richard Mullins, The Tampa Tribune
- Customer service with a snarl - By Marija Potkonjak, East Valley/ Scottsdale Tribune
- Wield your buying power responsibly - Consuming Interests Baltimore Sun
- It's about satisfying the customer, Stupid - By Alf Young, The Herald
- Do Not Call hits telemarketers - By William Glanz, The Washington Times
- Do Not Call can mean do not hire - By Allan Drury
- What Customers Want: Good Service - By Monica Humbard
- Dialing While Raging - By Toby Gooley
- How To Complain - By Lisa Miller Fields
- Fending Off Consumer Rage - Michael Sisk, US Banker
- Customer Service Isn't Just A Slogan - By Carla Branch, Alexandria Post Gazette
- Why we must strive for excellence in order to survive and prosper - By Steve Hurst, Customer Management Magazine
- Customers' Anger Grows Over Poor Service - By Sara Hansen, De Moines Register
- Here's how you’ll waste 43 days of your life - By Quentin Fottrell
- SCREAMING, SHOUTING, and VENTING in the workplace - By Sue Shellenbarge
- How to Keep Your Cool in Angry Times' - By Sue Shellenbarger
- Customer Service Leaves Many Customers in a 'Rage' - By Raymund Flandez
- Survey Finds 61% Say They Receive Banned Calls - By Reed Albergotti
- Cases of 'Customer Rage' Mount As Bad Service Prompts Venting - By Jane Spencer
- What Customers Say And How They Say It - Call Centers Using 'Emotion Detection' - By Annys Shin
- 'Service' That's Anything But - A Company's Ineptitude Can Send Loyal Customers Packing - By Don Oldenburg
- Customer Wishes By The Dozen - By Don Oldenburg
- The Ultimate 'May I Speak to Your Supervisor?' - By Don Oldenburg
- In 1 Year, Do-Not-Call List Passes 62 Million - By Caroline E. Mayer
- Customer Runaround Demands a Revolt - By Howard Kurtz
- The Disconnect Over Fixing Phone Bills - By Don Oldenburg
- Customer Disservice - These Days, Consumers May as Well Keep Their Complaint To Themselves - By Caroline E. Mayer
- Tired of Phone Menus? Press 1. - By Don Oldenburg
- Seller Beware: Customers Are Mad as Hell - By Don Oldenburg
- Customer Service: The Hunt For A Human - By Katie Hafner
- A Time And Place For Grousing - By Eleanor Randolph
- Spanish Speakers Cite Service Communication Gap - By Del Jones
- Road rage flares in shopping-cart aisles - By Gladys Edmunds
- Whatever happened to customer service? - By Bruce Horovitz
- Customer Backlash Against Bad Service - By Jena McGregor
- Consumer Vigilantes - By Jena McGregor
- Customer Service Becoming A Myth? - By Brian Dakss
- Phone Rage - By David A. Andelman
- Putting Customers First - By Jena McGregor
- Our customer-service curmudgeon suffers for all of us but NOT in silence - By Chuck Salter
-
- Drive Employee Satisfaction with Internal SLAs and Better Communication By John Goodman
- In B2B environments, no news is not good news By David Beinhacker, John Goodman
- Dispatches from customer service hell by By Elizabeth Gehrman (Download PDF)
- Better alignment between voice of the customer efforts and customer experience feedback methods
Quirks, August 2015
- Consumer Reports: How to survive do-it-yourself customer service
Pittsburgh Post-Gazette, December 2014
- Where's the beef in Self-Service Metrics
John Goodman, December 2014 - Beyond CRM: Managing the Customer Experience
John Goodman, Forbes.com, September 2014 - How to Create A Proactive Customer Experience
John Goodman, Forbes.com, September 2014 - 5 Common Service Actions That Drive Your Customers Nuts
John Goodman, Forbes.com, August 2014 - Customer Service, CRM, Customer Experience—What's the Difference?
John Goodman, Forbes.com, August 2014 - How supply chain traceability relates to consumer affairs and the bottom line
by John Goodman, Smartblogs, May 2014 - MIT Sloan Article:What Unhappy Customers Want by John Goodman, Scott Broetzmann et al.
- How Technology Contributes to Customer Experience by John Goodman
March 2014, baselinemag.com - 6 Ways to Link Quality Improvement to Customer Service by John Goodman
customerservicemanager.com - Creating a VOC Program in Your Call Center by John Goodman
ICMI Customer Management Blog - Big data: boon to improving customer experience, bane of researchers? - John Goodman, David Beinhacker, Peter North.
Quirks June 2013 Report - Leverage Your Customer Experience In Growing The Top Line Cheaply - John Goodman
American Management Association, Fall 2012 - Treat Your Customers As Prime Media Reps- John Goodman
Contact Center Pipeline, October 2012 - The Right Kind of Buzz - John Goodman
Six Sigma Forum Magazine, February 2011 - OK is Not Great - John Goodman
Contact Center Pipeline, October 2012 - At Your Service - John Goodman and Kathleen Kerr
American Magazine, January 2012 - Taking The Wheel - John Goodman
Quality Progress, February 2012 - Improving the Customer Experience - John A. Goodman, Cindy Grimm and Joshua Hearne
Contact Center Pipeline, January 2012 - Nice Doing Business With You - John A. Goodman
iSixSigma Magazine, February 2011
- Treating Employees as Customers - John Goodman
'Expert Angle' on the ICMI website, March 2013 - Customer Experience Measurement: A Q&A with John Goodman and Contact Center Pipeline
Leadership Q&A, March 2013 - Customer Rage - By Marc Grainer and David Beinhacker, ModernDCBusiness.com 2012
- The C-Suite - By Scott M. Broetzmann, Modern DC Business Magazine
- A Little Respect: American Consumers Are Really Mad But They’re Not Asking for Much - By Marc Grainer, W.P. Carey School of Business at Arizona State University
- The Secret Sauce of Customer Care - By Scott M. Broetzmann, Modern DC Business Magazine
- Customer Loyalty Surveys - By Scott M. Broetzmann, Modern DC Business Magazine
- Shopping Dissatisfaction Is on the Rise But Savvy Complaints Get Attention by Elizabeth Holmes
The Wall Street Journal, December 2013 - Consumers have had enough, 'rage survey' says says By Herb Weisbaum
USA Today, December 2013 (see also the msnbc article) - Americans are really angry about customer service by Kim Peterson
CBS MoneyWatch, December 2013 - Bad Service Puts Billions of Dollars At Stake: ‘Customer Rage Study’ by Adrianna Dunn
Yahoo! Small Business Advisor, December 2013 - Consumers: don't get mad, get what you want by Ben Popken,
NBC news, December 2013 - What's behind customer rage?by Mark Huffman
ConsumerAffairs, December 2013 - Customers Still As Unsatisfied Today As They Were In 1976 by Chris Morran
Consumerist, November 2013 - New Study: Customer Dissatisfaction, Rage Are at All-Time Highs by Paula Bernier
Contact Center Solutions Community, December 2013 - Duck and Cover: More Customers are Experiencing Rage by Barry Levine
CMS Wire, December 2013 - Customer Service Is Still Terrible, and We Still Rage Over It by Brian O'Connell
The Street, December 2013 - This Little-Known Credit Card Perk Can Save You Big by Credit.Com
Fox Business, December 2013
