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John Goodman

John Goodman

Mr. Goodman is Vice Chairman of Customer Care Measurement and Consulting (CCMC). The universal adages, “It costs five times as much to win a new customer as to keep an existing one.” and “Twice as many people hear about a bad experience as a good one.” are both based on his research. Harper Collins published his book, “Strategic Customer Service”, in March, 2019. He has also published, “Customer Experience 3.0”, with the American Management Association in July, 2014. He has assisted over 1,000 companies, non-profit and government organizations including 45 of the Fortune 100.

Offshoring and AI: How Cost-Cutting Fixation Can Damage Revenue and Brand Reputation

Both strategies require careful implementation and constant supervision! By John Goodman and Peter North, Customer Care Measurement & Consulting CCMC's latest National Rage study found…

Three Simple Messages Can Dramatically Enhance the Customer Experience. Why Are Companies Afraid to Say Them?

What's the payoff of aggressively communicating about problems? Becoming easy to do business with is very highly correlated with loyalty, Net Promoter Score, and enthusiastic...

Attack Points of Pain that Customers and Employees Share. A Powerful Two-Fer!

In most service environments, between 20 and 30 percent of serious points of pain (POP) for customers are also POP for service employees. Examples...

Why You Should Treat ChatGPT Like AutoCorrect. Six Applications to Get AI’s Payoff and Avoid the Risk

AI in general and ChatGPT specifically, have been advertised as a savior because it will cut costs while enhancing customer satisfaction. Looking more closely,...

Innovative Approaches to Measuring B2B Customer Experience — Stop the Annual “Do-You-Love-Us-Survey”

The world is tired of the annual "Do you love us?" survey which starts, "Everything is ok, isn't it?" as well as the blizzard...

Beyond The Norm: Empowering Staff To Say “No”

Most service units focus on creating guardrails and consistency. This can create a lose-lose-lose for the customer, the employee, and the company via dissatisfaction,...

The Payoff of Communicating Risk to Customers

Many customer relationships involve the potential risk of encountering problems that the customer does not fully understand. In many cases, the customer does not...

Implementing Proactive Service and Psychic Pizza

In 2014, I produced a video for the American Society for Quality on "Delivering Psychic Pizza." The basic concept is to provide information (or...

Using Lifetime Value of a Customer in a CX Business Case: 4 Steps to Make the CFO Your Friend!

Carl Sewell, the wildly successful Houston Cadillac/Lexus, coined the term, "lifetime value of a customer" (LVC) in his book Customers For Life in 1990....

Your Contact Center Monitoring and Coaching May Be Doing More Harm Than Good

Discard the illusion of fairness and actionability of the "random sample of 10 cases!" When I interview contact center supervisors and managers to explore their...

How Customer Service Agents Create Positive Emotions: Four Delighters Drive Loyalty

Howard Lax, in his Dec 2nd, 2021 CustomerThink article, complained that everyone talks about CX but few take specific actions. Also, Alan Zorfas and...

AARP’s Journey to Strategic Self-Service: How to Maximize Both the Top and Bottom Lines

Dissatisfaction is only one touch away For the past five years, my local drug store, part of a large national chain, had a simple, very...

6 Actions to Deliver a Great Self-Service Experience

The covid pandemic produced a strong move to self-service while still maintaining phone access for more complex issues. However, the results have not always...

Five Ways to Create Delight on the Cheap, Digitally and Profitably

I recently visited two clients who established a Customer Service Departmental goal of “always exceeding customer expectations.” One of the companies even instructed the...

Stop the Annual Do-You-Love-Us Survey: 16 Tactical Best Practices for Survey Execution

The annual relationship survey is dreaded in many companies by both executives and customers. In moments of candor, descriptions of “waste of time, puts...

How to Get Executives to Support CX Improvements? Appeal to Greed

Why is it so hard to get CX initiatives funded? Bob Thompson, CEO of CustomerThink.com, recently related to me that his conversations with customer experience...

6 Steps to Successful Customer Onboarding, a Critical CX Activity that Most Companies Fail

By John Goodman and David Beinhacker Based on our assessments of over 200 organizations in the past five years, customer onboarding is the most poorly...

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