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John Goodman
John is one of the original trailblazers of the customer experience industry and has personally directed some 1,000 customer experience studies for clients worldwide.
We all have New Year’s Resolutions that would have huge payoff if we actually executed on them. The majority of gym memberships are sold in January, but most are not still being used in April. Below are five low-effort actions that are guaranteed to give you immediate payoff, if not help you lose...
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There is a whole series of common sense actions to avoid or practice that can lead to a significantly better customer experience. The become especially important when you consider my research for the White House from the 1980s that is still proven to be true today – it costs at least five times as...
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Social media for service is a growing trend, but is accompanied by two myths. First, lots of customers want to use social media as a primary service channel. Secondly, unless you are very careful, there is a high potential for social media disasters, such as the much-discussed United Breaks Guitars...
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Almost all service executives and call center directors spend most of their management time focused on the front line customer service representatives (CSRs). While this may seem logical, it is based on the incorrect supposition that the CSR is the primary cause of customer dissatisfaction. In...
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Social media has an important place in the marketing and customer experience (CE) context. However, I am concerned that it is drawing a huge, and probably inappropriate, share of resources from basic product and service delivery and customer support; it glitters and is more exciting than...
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Companies are spending a fortune attempting to delight and engage customers and enhance their customer experience but CCMC’s latest National Rage Study, however, found that service and customer satisfaction are actually lower than in the 1970s. At a minimum, $75 billion in revenue is lost by...
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In order to create a customer experience that delights your customers, there are two different strategies. One is to make the customer experience anticipatory and proactive, which I've discussed in an earlier blog post. But you can also make it preventative across the end-to-end customer...
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Live events aren't new, but their role for sales and marketing teams only continues to gain popularity. Yet while events can generate lots of buzz, in order to be effective revenue generators, they need to be properly targeted and managed.
There are three possible objectives for live...
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My last blog post addressed making the Customer Experience (CE) proactive. The second cardinal aspect of CE, addressed here, is to make it preventive. Every organization can prevent as many as 30 percent of all service interactions. You must first identify opportunities for prevention and then...
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