Customer Care Measurement & Consulting

Customer Care Measurement & Consulting

2121 Eisenhower Avenue, Suite 501
Arlington, VA 22203

: 703.254.6515
P2: 703.254.6515
FX: 703.254.6515
EM: Send Email


Scott Broetzmann
President & CEO

John Goodman
Vice Chairman

David Beinhacker
Chief Research Officer

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Business Type
  • Data Collection - Qualitative
  • Data Collection - Quantitative
  • Focus Group / Qualitative Facility
  • Online Surveys
  • Qualitative Consultant/Moderator
  • Research Supplier / Provider
Data Collection Methodologies
Quantitative Data Collection Services
• Design & Analysis
• Other - CX Surveys


CCMC's research and consulting services help companies from every industry hear the voice of the customer more clearly, act on what matters most and align the business with the customer experience.

Empowering businesses to act on the voice of the customer, we help companies earn the tangible benefits of delivering a consistently better customer experience: increased customer loyalty, competitive superiority and positive word of mouth advertising in the marketplace.

CCMC offers a full range of customer experience measurement and consulting services.

Measurement services include: customer experience surveys; brand studies; benchmarking surveys; employee surveys; focus groups; in-depth interviews; and, survey design.

Consulting services include: voice of the customer design and improvement; predictive analytics and ROI modeling; customer experience design and strategy; and, customer care best practice assessments.

How The Net Promoter Score (NPS) Is Like Global Warming Why Omnibus Customer Experience Metrics Can Breed The Unintended Consequence Of Inaction by Goodman, Broetzmann,
Adam Alter, Assistant Professor of Marketing & Psychology at NYU’s Stern School of Business, recently opined that global warming is a perfect storm of “threat-by-stealth” . He notes that, despite the overwhelming agreement among experts that humans contribute to global warming and its apocalyptic impact, it very often remains a “political afterthought.” Summarizing his theory about the psychology of ignoring such a super-threat, Alter suggests that global warming’s “murky consequences aren’t vivid enough to impress our distracted brains.” And so it is with many omnibus corporate customer experience metrics like the Net Promoter Score (NPS).
Employee Surveys - Don't Throw the Baby Out With the Bathwater by Goodman, Broetzmann, and Nardin
It's time to rethink the employee experience as meaningful work and internal service frustrations. Instead of retiring employee surveys, do them right and execute them well.
Client Recommendation:
Testimonial by The Very Reverand Ian Markham, PhD., Virignia Theological Seminary
They interpret data with sophistication. The brand personality is sophistication, scientific, exacting, attentiveness, diagnostic, and analytical. There is a long list of significant achievements of which CCMC was either directly responsible for or was a significant factor among others that made a big difference.
Testimonial by Eric Timm, Vice President, Sales, Phonak, LLC
If someone is really trying to understand the customer experience and thinking how to improve upon it, I believe CCMC is the group to do it.
Testimonial by Hazem Arafa, Director, Statistics, API
Ordinarily we don’t sole source contracts but in this case, we have done so every year since we started working with CCMC. We see no reason to go elsewhere.
Testimonial by Richard Howe, Senior Vice President, Sales & Marketing, Daimler Trucks North America
CCMC is a trusted and smart business partner – helping us become even more effective at driving customer delight.
Off-Site/Remote Interviewing
Remote/Field Interviewing: For On-Site Assignments