CRM / Technology
Customer Experience / Surveys / B2B
- Customer Experience Measurement: A Q&A with John Goodman and Contact Center Pipeline (PDF)
- Why we must strive for excellence in order to survive and prosper (PDF)
- Customer Wishes By The Dozen (PDF)
Customer Service / Business Case / Outsourcing
- Customer Runaround Demands a Revolt (PDF)
- Look Who’s Talking… It’s Your Customers – John Goodman at the National Association of Convenience Stores (NACS) leadership conference (PDF)
- Your Call Is (Not That) Important to Us (PDF)
- What Customers Want: Good Service (PDF)
- ‘Service’ That’s Anything But – A Company’s Ineptitude Can Send Loyal Customers Packing (PDF)
Employee Empowerment / Surveys & Support
National Customer Rage Studies / Delight Study
- The Elusive 8th Simple Way to Raise Customer Quality
- Rage on: These are the kinds of companies that make you the most angry
- Top Takeaways From The 2017 Customer Rage Study
- ASU survey: Angry customers cost businesses $300B in future sales
- Feeling like the Grinch? ‘Customer rage’ is real
- Hallmarks of horrible customer service
- What makes you happy when your call is put on hold (PDF)
- Why Online Rants Are Pointless (PDF)
- Apple Customer Gone Wild, and What Else We Know about Customer Rage (PDF)
- Fighting Back – and Winning
- Customers’ Anger Grows Over Poor Service (PDF)
- Dispatches from customer service hell Elizabeth Gehrman