What Can You Do to Make Them Happy? Results from the 2020 Customer Rage Study

A recent survey shows just how unsatisfied Americans are with the products and services they buy. The 2020 Customer Rage study, conducted by Customer Measurement Care and Consulting (CCMC) in conjunction with the Center for Services Leadership at W. P. Carey University and Kraft Heinz, shows more than two thirds of households experienced at least …

Service in a Time of Rapid Change: The Unthinkable Happens…What Next?

– Written by Elizabeth Farquhar, Writer and Editor, for the Center for Services Leadership As sucker punches go, this coronavirus pandemic was a championship blow. Some companies would probably agree with boxer Mike Tyson, who said “everyone has a plan until they get punched in the face.” This is a historic moment, but we have …