Connecting Strategy and Customer Service


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John Goodman is the author of  Strategic Customer Service and Vice Chairman of Customer Care Measurement and Consulting (CCMC). CCMC’s customer satisfaction and loyalty surveys and analytics are used by leading Fortune 500 companies from every industry to produce a better ROI from their investments in customer experience. John has managed more than 1,000 separate customer service studies, including the White House sponsored evaluation of complaint handling practices in government and business and studies of word of mouth and the bottom-line impact of consumer education sponsored by Coca-Cola USA.

John will be presenting at the ASQ 2013 Service Conference. He holds a pre-conference workshop on Sunday, October 6th WKSP01: Using the Voice of Multiple Customers (VoC) to Drive Quality and Monday the Session M04: Beyond the Buzzwords: Using Data to Enhance Loyalty and Service ROI. On Tuesday afternoon, I have the honor to be presenting at the same conference, Session T06: Lean Service Design.

This is a transcription of both podcasts.


Download or view the PDF: Connecting Strategy and Customer Service

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Podcast Links:

Where Strategy and Customer Service Meet, Part 2 of 2

Where Strategy and Customer Service Meet, Part 1 of 2

Republished with author's permission from original post.

Joseph Dager
Business901 is a firm specializing in bringing the continuous improvement process to the sales and marketing arena. He has authored the books the Lean Marketing House, Marketing with A3 and Marketing with PDCA. The Business901 Blog and Podcast includes many leading edge thinkers and has been featured numerous times for its contributions to the Bloomberg's Business Week Exchange.


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