John Goodman

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, recently related to me that his conversations with customer experience (CX) execs are rife with concerns about the lack of genuine top management support and unwillingness to fund CX initiatives....

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 performed function in most companies. It is important because 20 to 30 percent of customer problems at most companies emanate...

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