Reviews Write New Review
Location
Booking Fee
Fee: $##,###Get Pricing
Virtual Fee: $##,###Get Pricing
[email protected]
John A. Goodman is a customer experience researcher, innovator, and entrepreneur. A co-author of the 1970’s breakthrough study of consumer complaint behavior and customer service for the White House Office of Consumer Affairs, 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.
His first book – Strategic Customer Service – offers a panoramic view of his body of work and presents a proven, practical approach for leveraging the profitability of better customer relationships. Goodman is also the author of Customer Experience 3.0, which focuses on why companies need to learn the benefits, pitfalls and best practices of the latest technologies to create a seamless customer experience that will improve their bottom line.
Goodman is an engineer by training. So it’s no surprise that his approach to harnessing the benefits of a better customer experience is powered by his appreciation and skills for measuring and quantifying voice of the customer data. His motto: if you can’t measure it, you can’t improve the management of it.
A highly sought-after speaker, Goodman routinely shares his customer experience perspective with companies and organizations worldwide. Goodman has spoken in more than 20 countries. Goodman and his wife Alice reside in Bethesda, Maryland.
Videos
Books
Related Speakers View all
Jason Young
Former Senior-Level Manager at Southwest Airlines & ...
|
|
Ian Golding
Customer Experience Specialist; CX Thought Leader
|
|
Micah Solomon
Customer Experience Consultant & Bestselling Author
|
|
Dan Gingiss
Customer Experience Coach, Marketing Strategy Expert...
|
|
Blake Morgan
Customer Experience Consultant & Futurist; Forbes Co...
|
|
Andrew Lock
Best-Selling Author of "Walt Disney's Way"
|
|
Karen Mangia
President & Chief Strategy Officer at The Engineered...
|
|
Robert Spector
Customer Service Expert, Bestselling Author & Creato...
|
|
Sarah Weise
Marketing Futurist, Customer Experience Expert & Bes...
|
|
Shawna Suckow
Customer Mindset Expert & Author
|
|
Denise Lee Yohn
Brand Leadership Expert & Author of "What Great Bran...
|
|
Nick Webb
Best-Selling Author, Futurist & Expert on Healthcare...
|
|
Horst Schulze
Legendary Hotelier Renowned for Creating a Culture o...
|
|
Jake Poore
President & Chief Experience Officer at Integrated L...
|
|
Don Peppers
Marketing & Sales Futurist, Customer Experience Thou...
|
|
Peter Shankman
Thought-Leader in Communication & Customer Service
|
|
Liz Nead
Adventure Speaker, Author & Life Coach
|
|
Shep Hyken
Customer Service & Experience Expert; New York Times...
|
|
Jeanne Bliss
President of Customer Bliss & Author of "Chief Custo...
|
|
Dennis Snow
Customer Service Expert, Formerly with the Disney In...
|