Scott Broetzmann - CCMC - What Causes Customer Rage And How Can You Handle It?

Scott Broetzmann, President of Customer Care Management and Consulting Scott is based in Virginia, close to Washington DC. His company has been surveying American consumers on anger and rage for almost two decades. In this episode he talks about what causes customer rage and how to handle it - can it be avoided by better CX design? www.linkedin.com/in/scott-broetzmann-6015741 www.customercaremc.com

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CX Files features your hosts, CX industry analysts Mark Hillary and Peter Ryan, speaking each week to leading analysts, thinkers, and practitioners focused on managing the Customer Experience (CX). In each episode Mark and Peter talk to their guests about the future of CX, the important trends, and what customers really expect from brands today.