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.
Stop Wasting Surveys on “Plain Vanilla” Calls: Using AI to Improve CSAT and Agent Evaluation
Source: Pixabay By using AI to review routine contacts and concentrating surveys and evaluation on truly challenging issues, you can cut cost and fatigue while...
Annual CX Goals: Stop Selecting “Good, Respectable Numbers”
I met with the CX task force for a global business machine company to start the action planning process after completion of a process...
How AI-Powered Personalization Could Eliminate Customer Irritants and Prevent Rage
Tech vendors all espouse personalization, but CCMC’s National Rage Studies continue to find that the second most prevalent cause of rage is still listening to…
Magnify the Power of Your Customer’s Voice with the Complaint Multiplier
The multiplier is the ratio of complaints received compared to the number of customers in the marketplace having a similar problem. The multiplier enables...
Filling the Black Holes of the Voice of the Customer: Use Operations and Quality Data to Create a Unified...
For most organizations, Voice of the Customer (VOC) means surveys and complaints. Both sources are routinely challenged by skeptics because the data represents only...
Four Opportunities for AI to Innovate Across the Customer Journey
CX faces two powerful but often contradictory forces: Implement AI To Cut Costs and Reduce Customer Rage and Frustration. Difficulty in escalating to a...
To Improve Employee Survey Credibility and Impact, Focus on Near-Term Points of Pain
November's Harvard Business Review (HBR) and Quality Progress (QP) both presented articles on enhancing the impact of employee feedback. The HBR article addresses general...
How to Implement Disaster-Free AI in Service: Ease of Escalation is the Key!
Almost every organization I speak with is grappling with how to implement AI. Management assumes it will be in place within months with great...
How to Differentiate and Earn Higher Margins: Debunking 4 Common Myths About B2B Customers
I recently conducted 30 in-depth interviews with user teams of major companies paying $1-6 million annually for a software service supporting a critical internal...
CPG Study: Complaint Handling is More Challenging. Yet 40%+ Delight is Attainable
A new CCMC study of 8,500 respondents has found difficult-to-handle Covid/Supply Chain/Inflation issues have come to the fore along with more intense emotions and...
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...