"Even after 20 years of intensively researching customer rage, I remain astonished that—when sorting out ordinary product and service problems—acts of simple kindness and a sense of kinship are, all too often, in short supply.”

Scott M. Broetzmann, Customer Care Measurement & Consulting (CCMC) president and CEO, commenting on a recent survey that showed that Americans are experiencing more product and service problems than ever before and have become steadily more belligerent when they complain. Read highlights from the survey, "The National Customer Rage Survey."