Complaint resolution Customer Care Study 
Connecting the Dots
JULY 27, 2020
A little more than forty years ago, the marketplace was very different from todays, with little to no attention paid to customer care and complaint resolution. Given my background, I became fascinated with figuring a way to quantify the loss to companies by failing to capture complaints and satisfy their customers.
Connecting the Dots
NOVEMBER 18, 2024
A study of 8,500 consumers encountering 16,000 problems indicates several major shifts in customer experience. The study of grocery categories for five major CPG companies shows: While most product complaints go to the retailer, face-to-face service has the worst outcome among all channels, damaging loyalty.
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Connecting the Dots
NOVEMBER 18, 2024
A study of 8,500 consumers encountering 16,000 problems indicates several major shifts in customer experience. The study of grocery categories for five major CPG companies shows: While most product complaints go to the retailer, face-to-face service has the worst outcome among all channels, damaging loyalty.
Connecting the Dots
OCTOBER 21, 2024
Broetzmann Companies have tried for decades to improve customer complaint resolution without notable success. That study found that the expectations of many customers were not being met. Products people wanted were frequently out of stock, quality was often shoddy, and repairs and customer support were often poor.
Return Customer
AUGUST 15, 2018
A customer is more likely to agree to wait an additional day for resolution than dealing with false promises. Always Keep the Customer in the Loop. A customer would prefer to know their stage of complaint resolution than wait for the final resolution to magically show up.
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