Ever wonder about...

1. What do you do when someone writes insulting reviews about your business on review sites?
2. What is the relative impact on decisions to purchase products/services by traditional (newspapers, TV/radio, personal word of mouth, etc.) vs. internet sources of information?
3. What is the relative impact on decisions to purchase products/services by internet postings of good vs. bad experiences?
4. How much word of mouth is created by internet postings?
5. What are the top 10 business practices that cause the most dissatisfaction among e-mail/telephone complainants?
6. What are the key metrics that are correlated with customer satisfaction/brand loyalty?

The answers to these questions are based on the results of recent CCMC empirical studies; not the typical anecdotes that all too often guide customer care decisions.

Please join the M CLUB of Modern DC Business Magazine for our Lunch and Learn Business Education Series: Navigating Your High Growth Business in the Modern Mediascape with guest speaker Marc A. Grainer and take your business to the next customer service level.

About Speaker

Marc A. Grainer

Chairman, Customer Care Measurement & Consulting

Marc is co-founder and Chairman of Customer Care Measurement & Consulting (CCMC).

His legacy is firmly rooted in nearly four decades of service to some 500 companies around the world.

In the 1970’s, the results of Marc’s landmark research for the White House Office Of Consumer Affairs created no less than a paradigm shift in business practice. Refuting the prevailing wisdom that customer care was a cost center, his seminal study substantiated and quantified the marketing and brand loyalty benefits of effective customer care.

In the 1980’s, Marc’s entrepreneurial work became a cornerstone of corporate America’s efforts to deliver a better customer experience. He developed proven methodologies for measuring customer care ROI, created best practice frameworks for benchmarking customer care effectiveness, designed leading edge customer care training programs, and created a software solution that was a forerunner of today’s CRM applications. His consultation was pivotal to launching some of America’s inaugural toll free customer care centers and ongoing customer satisfaction tracking programs.

In the 1990’s, Marc helped shape a global interest in a better customer experience, working with companies in South America, Europe, Asia, Australia, and the Middle East.

Marc’s legacy of cutting-edge work continues today. He provides strategic consulting to leading companies that seek a better ROI for their customer experience investments.