Welcome to Business Builder Way, where we explore the pathways to business success with industry experts and leaders. In today's episode, your host Wayne Herring is joined by Scott Broetzmann, founder of Customer Care Management and Consulting (CCMC). Scott shares his journey in enhancing customer experiences and the profound impact of his work through studies such as the "customer rage survey." We dive into the significance of making businesses more accessible, the art of customer problem resolution, and the critical role of authentic employee training. We'll also explore how Scott's research uncovers deeper societal issues, from customer rage to marketplace conflicts. Join us as we unpack actionable insights for small business owners, delve into Scott's approach to long-term client relationships, and navigate the challenges of implementing change based on customer data. Whether you're looking to boost customer retention or understand the evolving landscape of customer satisfaction, this episode is packed with valuable takeaways to help you build your business in a meaningful way.

Links:

LinkedIn: https://www.linkedin.com/in/scott-broetzmann-6015741

National Customer Rage Survey: https://customercaremc.com/resources/the-national-customer-rage-survey/