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.
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...