My guest John Goodman, Vice Chairman of Customer Care Measurement and Consulting and author of Strategic Customer Service and Customer Experience 3.0, shared his knowledge and expertise to keep your customers happy and loyal.
He has conducted over 1,000 studies evaluating customer complaint handling, customer service, consumer education, Voice of the Customer processes and the use of technology for service.
John shared his thoughts on why customer satisfaction is worse now than 2 decades ago, why your front-line staff is not the cause and what companies should be doing to increase customer satisfaction.
We also discussed that although most companies conduct customer feedback surveys and have various types of metrics quality is still not improving and what can be done.
Thank you for clicking-in for more information especially to hear his awesome “Think Abouts.” Greatly appreciate your sharing with your Social Media Networks. L
