CSM Magazine

FEBRUARY 11, 2025

Designing Customer-Centric Products When customers abandon shopping carts, flood support lines, or click the wrong buttons repeatedly, they’re pointing to fixable problems. Product teams study behavior patterns like these, measuring how users interact with each feature.

Customer Experience 52

Customer Experience Management Front-line service Feedback 52

Connecting the Dots

APRIL 21, 2017

The Center for Services Leadership provides leading edge research and education in the science of service. Visit our Customer Rage Study page for more information. They will share insights from the latest Customer Rage study that CCMC and Dialog Direct conducted and partnership with W.P Click to play: [link].

Customer Care 48

Customer Care Scripts Front-line service Contact Center 48

Connecting the Dots

MARCH 22, 2023

Thats according to the National Customer Rage Survey , a study of 1,000 respondents that has its roots in an official White House review of consumer sentiment dating to 1976. This time around, the figure has increased to 74%, up from 66% in 2020, the last time the study was conducted.

Front-line service 62

Front-line service Consulting Consulting Surveys 62