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
By John Goodman and Scott M. Broetzmann Adam Alter, Assistant Professor of Marketing & Psychology at NYU’s Stern School of Business, recently opined that global warming is a perfect storm of “threat-by-stealth”. He notes that, despite the overwhelming agreement among experts that humans contribute to global warming and its apocalyptic impact, it very often remains […] The post How The Net Promoter Score (NPS) Is Like Global Warming first appeared on Customer Care Measurement & Consult...| Customer Care Measurement & Consulting
Read Full Article Download PDF Updating the definition of the voice of the customer By John Goodman, David Beinhacker, Scott Broetzmann Editor’s note: John Goodman is vice chairman, David Beinhacker is director of research and Scott Broetzmann is president and CEO, at Customer Care Measurement and Consulting, an Alexandria, Va., firm. The term voice of the customer […] The post Searching For A Clearer Voice first appeared on Customer Care Measurement & Consulting.| Customer Care Measurement & Consulting
Download the PDF In an article published by Customer Think, author John Goodman explains the key differentiators between companies that move the needle following investments in customer surveys and those companies that do not. John also provides a framework for the various types of customer surveys to allow clear understanding of focus and purpose, identifies […] The post Stop The Annual Do You Love Us Survey – 16 Tactical Best Practices For Survey Execution first appeared on Customer Car...| Customer Care Measurement & Consulting
Download the PDF version of this White Paper By: Scott Broetzmann The customer experience • def: a customer journey which makes the customer feel happy, satisfied, justified, with a sense of being respected, served and cared for, according to his/ her expectation or standard, starting from first contact and through the whole relationship. Some have […] The post The C-Suite first appeared on Customer Care Measurement & Consulting.| Customer Care Measurement & Consulting
By David Beinhacker, John Goodman In B2B environments, no news is often NOT good news. With business customers complaining at an even lower rate than consumers, John Goodman, Vice Chairman of CCMC, and David Beinhacker, CCMC’s Chief Research Officer and Partner, explain in this article published by Quirks the reasons for the lower complaint rate, the […] The post In B2B Environments, No News Is Not Good News first appeared on Customer Care Measurement & Consulting.| Customer Care Measurement & Consulting
Download the PDF version of this White Paper By: John Goodman and Kathleen Kerr The Net Promoter Score (NPS) can be a dangerous tool. Implicitly ignoring “passives” – those offering a “7” or and “8” on a 10-point scale– the NPS disregards a large segment of the market that is less loyal, more likely to […] The post OK Is Not Great first appeared on Customer Care Measurement & Consulting.| Customer Care Measurement & Consulting
Download the PDF version of this White Paper By: John Goodman, Sally Hurley, Thomas Hollmann and Scott Broetzmann Researchers have correctly focused the bulk of customer experience (CX) measurement resources on the dissatisfied end of the continuum. John Goodman and Marc Grainer of Customer Care Measurement & Consulting’s (CCMC) team led the original White House-sponsored […] The post Little Things Mean A Lot first appeared on Customer Care Measurement & Consulting.| Customer Care Measurement & Consulting
Download the PDF version of this White Paper In our work with more than one hundred organizations over the past five years, we have observed that ineffective customer onboarding (onboarding) is a principal cause of customer disenchantment that can precipitate significant and unnecessary customer churn. Considering the high rate of preventable customer problems across all| Customer Care Measurement & Consulting -
