Articles, Whitepapers and Studies

Find CCMC case studies, published whitepapers and articles by CCMC executives as well as press articles on CCMC research and thought leadership.

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Name		Category	Media Tags
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
You’re not the only one feeling like Grinch — ‘customer rage’ is real A national survey has confirmed what every holiday shopper knows: Dealing with customer service is horrible. At least 62 million American families had at least one complaint against businesses in the last year, according to Arizona State University’s 2017 “customer rage” study.	Download	Article, Download, Press	Customer Experience, Customer Service, Rage

Archive Articles and Publications

2017 Rage Study News Articles

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

Wall Street Journal

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

Washington Post

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

Consumer Reports

Are consumers too whiny?

Putting Customers First - By Jena McGregor
Our customer-service curmudgeon suffers for all of us but NOT in silence - By Chuck Salter

ICSA Keynote 2010 Conference Presentation (PDF, 1MB)

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

2013 Rage Study News Articles

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

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