Vice Chairman , Customer Care Measurement and Consulting (CCMC)
A co-author of the 1970’s breakthrough study of consumer complaint behavior and customer service for the White House Office of Consumer Affairs, John A. Goodman is one of the original trailblazers of the customer experience industry. His contributions to this research overturned conventional wisdom and were instrumental to repositioning customer care as a potential profit center. He is the author of the best selling book Customer Experience 3.0.
John’s company CCMC offers research and consulting services to help companies from every industry hear the voice of the customer more clearly, act on what matters most and align the business with the customer experience.
Empowering businesses to act on the voice of the customer, CCMC helps companies earn the measurable payoff of delivering a consistently better customer experience. They accomplish this with increased customer loyalty, competitive superiority, higher margins and positive word of mouth advertising in the marketplace.