Customer Rage: The Bottoming Out Of Complainant Satisfaction & The Unintended Consequences Of Corporate Customer Experience Vices

By Scott Broetzmann 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 a 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% …

Seven Effective Practices For Preventing Customer Rage

By Mary Murcott “What we’ve got here is a failure to communicate”. That is a reference to the 1967 movie Cool Hand Luke, and my assessment after rereading the findings of our Consumer Study on Customer Rage associated with complaints and the complaint handling process. The communication problem exists on many levels – between customers …