How an Infatuation With Insincere Customer Experience Metrics Destroys Brands
“Customer Rage - Many companies don’t really understand it and are impotent to manage it because they are infatuated with insincere customer experience metrics and narrowly focused on optimizing the perfect transaction.
Consider these disquieting facts from the 2015 National Customer Rage survey:
• Customers are experiencing an ever-increasing level of problems with products and services; 54% of households reported a problem in 2015 – up from 32% in 1976.
• Two-thirds (66%) of customers reported experiencing customer rage (being extremely or very upset) in association with their most serious problem. On the whole (putting aside a handful of companies that are spectacular and another bushel basket that are just OK), corporate responsiveness to customer complaints is horrid.”
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Our author, Scott M. Broetzmann is the President, CEO and Co-Founder of Customer Care Measurement & Consulting LLC. Scott’s creed for creating an extraordinary customer experience is simple: invest in those actions that lie at the intersection of increased customer loyalty and a favorable return on investment. Over the past 30 years, Scott has been empowering marketplace leaders from all industries to deliver a more profitable customer experience by helping them leverage good science.
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Scott M. Broetzmann
Customer Care Measurement & Consulting LLC
Our author, Scott M. Broetzmann is the President, CEO and Co-Founder of Customer Care Measurement & Consulting LLC. Scott’s creed for creating an extraordinary customer experience is simple: invest in those actions that lie at the intersection of increased customer loyalty and a favorable return on investment. Over the past 30 years, Scott has been empowering marketplace leaders from all industries to deliver a more profitable customer experience by helping them leverage good science.
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