Download the PDF version of this White Paper By: Marc Grainer, Charles H. Noble, Mary Jo Bitner and Scott M. Broetzmann 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 […] The post What Unhappy Customers Want first appeared on Customer Care Measurement & Consulting.| Customer Care Measurement & Consulting
As Customer Problems Hit a Record High, More People Seek ‘Revenge’ Latest edition of a long-running survey finds that the share of customers who say they had a service or product problem has doubled since the 1970s Americans are encountering more problems with companies’ products and services than ever before, and a higher proportion of […] The post More Seeking Revenge first appeared on Customer Care Measurement & Consulting.| Customer Care Measurement & Consulting