Connecting the Dots

OCTOBER 21, 2024

Download the PDF version of this White Paper By: Marc Grainer, Charles H. Broetzmann Companies have tried for decades to improve customer complaint resolution without notable success. Noble, Mary Jo Bitner and Scott M. A new approach is needed. In 1976, the U.S. Carey School of Business at Arizona State University) Scott M.

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Fonolo

JANUARY 14, 2020

It’s a global online community of business leaders with a customer-centric approach. . They host a broad array of writers from across the customer care space, with a focus on improving the customer experience, increasing customer engagement, customer-first leadership and technology. Marsha Collier.

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Connecting the Dots

AUGUST 1, 2015

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.,

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Fonolo

JANUARY 31, 2018

“China Merchant Bank’s bot [served on WeChat] handles more natural customer conversations… 1.5 to 2 million interactions per day [which] …would typically require thousands of additional customer care agents to handle.”. Our favorite chart: The Current State of Customer Care. Who wrote it: Interactions.

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Connecting the Dots

AUGUST 16, 2017

Are you spending too much for too little return on your customer experience surveys? Done right, customer experience surveys can be a trustworthy barometer of corporate well-being. Click here to download a PDF of Seven Customer Experience Survey Habits Of Companies That Give A Damn.

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Connecting the Dots

AUGUST 16, 2017

Are you spending too much for too little return on your customer experience surveys? Done right, customer experience surveys can be a trustworthy barometer of corporate well-being. Click here to download a PDF of Seven Customer Experience Survey Habits Of Companies That Give A Damn.

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Connecting the Dots

MARCH 30, 2017

Since then, the seven Customer Rage studies that have been conducted by Arizona State University and CCMC have shown that, while this is still true, businesses have not fully reaped the payoff possible from effective complaint handling, and they also now risk more than they may gain from failure to satisfy their customers.

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Connecting the Dots

FEBRUARY 9, 2021

For more information on onboarding, read our Customer Onboarding White Paper. The post Bad News Does NOT Get Better With Age – Transparency & Customer Onboarding Are Critical, And All Too Often Poorly Performed appeared first on Customer Care Measurement & Consulting (CCMC).

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Fonolo

MARCH 4, 2020

As the conversation unfolded, it became increasingly clear that the secret to a solid customer service program at a household name like ADP comes down to nurturing a positive culture: top-down, bottom-up, inside-out, from agent to leadership, and then on to the customer. This is their story. The Path to Leadership. About CSPN.

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Connecting the Dots

NOVEMBER 5, 2024

Listen to the CX File Scott Broetzmann, President of Customer Care Management and Consulting Scott is based in Virginia, close to Washington DC. In this episode he talks about what causes customer rage and how to handle it – can it be avoided by better CX design?

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Connecting the Dots

NOVEMBER 5, 2024

Listen to the CX File Scott Broetzmann, President of Customer Care Management and Consulting Scott is based in Virginia, close to Washington DC. In this episode he talks about what causes customer rage and how to handle it – can it be avoided by better CX design?

Consulting 62

Consulting Consulting Customer Care Surveys 62

Connecting the Dots

JUNE 16, 2021

For more information on customer onboarding, read our White Paper (PDF). The post Transparency & a Customer Onboarding Process Are Critical And All Too Often Poorly Performed appeared first on Customer Care Measurement & Consulting (CCMC).

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Avaya

JANUARY 24, 2018

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services.

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Connecting the Dots

JUNE 30, 2021

On the other hand, a well-conceived and actionable survey on which changes are made generates surprisingly positive feedback from customers. The post Stop The Annual Do You Love Us Survey 16 Tactical Best Practices For Survey Execution first appeared on Customer Care Measurement & Consulting.

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Connecting the Dots

APRIL 3, 2024

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.

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ClearAction

FEBRUARY 7, 2016

Customer Centricity. 70% of best-in-class adopters of customer experience management use customer feedback to influence strategic decisions, compared to half of industry-average organizations and 29% of laggards.(2). Customer Experience Strategy: 4 Overlooked Key Competencies white paper.

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Connecting the Dots

APRIL 3, 2024

Download the PDF version of this White Paper RETHINKING THE CURRENCY OF THE EMPLOYEE EXPERIENCE AS MEANINGFUL WORK & INTERNAL SERVICE FRUSTRATIONS By: John Goodman, Scott Broetzmann, and Ted Nardin “The annual employment survey needs to be retired. The reason companies do these surveys…remains as important as ever.

Surveys 62

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Connecting the Dots

APRIL 3, 2024

Download the PDF version of this White Paper RETHINKING THE CURRENCY OF THE EMPLOYEE EXPERIENCE AS MEANINGFUL WORK & INTERNAL SERVICE FRUSTRATIONS By: John Goodman, Scott Broetzmann, and Ted Nardin “The annual employment survey needs to be retired. The reason companies do these surveys…remains as important as ever.

Surveys 62

Surveys Best practices Feedback Calibration 62

Global Response

FEBRUARY 13, 2022

and make sure they know and care about your brand almost as much as you do. We make sure to deliver superior customer care, every time. When choosing a BPO call center company, it’s essential that you ensure their standards for quality and customer service align with your own. As a result? BPO vs KPO call centers.

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