Jan 22, 2016 By John Goodman

Take Your CIO to Lunch (And Four Other Things You’ve Meant to do for the Last Year)

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... Read More

Customer Service

Oct 27, 2015 By John Goodman

Do's and Don'ts of Spooking Your Customers

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... Read More

Service

Aug 21, 2015 By John Goodman

Avoid Social Media Disasters By Giving Good Basic Service

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... Read More

Customer Service, Service, Social, Social Media

Jul 14, 2015 By John Goodman

Fix Your Processes NOT Your Customer Service Reps!

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... Read More

Customer Service, Service

May 15, 2015 By John Goodman

Social Media Will Not Replace Other Channels for Service

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... Read More

Customer Service, Service, Social, Social Media

Apr 04, 2015 By John Goodman

Why Companies Are Throwing Good Money After Bad in Trying to Delight Customers

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... Read More

Customer Service

Mar 10, 2015 By John Goodman

Making Customer Experience (CE) Preventive and Delightful

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... Read More

Customer Service

Sep 29, 2014 By John Goodman

Leveraging Live Events: Tips and Metrics for Success

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... Read More

Dreamforce, Events, Featured, Marketing

Sep 23, 2014 By John Goodman

Moving the Customer Experience From Firefighting to Prevention

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... Read More

Customer Service, Featured, Collaboration

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Salesforce.com

John Goodman

Take Your CIO to Lunch (And Four Other Things You’ve Meant to do for the Last Year)

Do's and Don'ts of Spooking Your Customers

Avoid Social Media Disasters By Giving Good Basic Service

Fix Your Processes NOT Your Customer Service Reps!

Social Media Will Not Replace Other Channels for Service

Why Companies Are Throwing Good Money After Bad in Trying to Delight Customers

Making Customer Experience (CE) Preventive and Delightful

Leveraging Live Events: Tips and Metrics for Success

Moving the Customer Experience From Firefighting to Prevention

Reopen Safely

A Step-by-Step Guide for Returning To the Office

Research

Digital Transformation in Times of Change

Most Popular Stories

Ethical AI Can't Wait: 4 Ways To Drive Greater Equality in Your AI

Send Your Emails at the Right Time: 3 Ways Data Can Increase Your Marketing ROI

Do You Know Your Customer? 5 Questions for Communications Service Providers

Learn With Trailhead

Get Started With Sourcing PPE

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Europe, Middle East, and Africa

Asia Pacific

Americas

Europe, Middle East, and Africa

Asia Pacific

Salesforce.com

Reopen Safely

A Step-by-Step Guide for Returning To the Office

Related Blog Posts

Research

Digital Transformation in Times of Change

Most Popular Stories

Ethical AI Can't Wait: 4 Ways To Drive Greater Equality in Your AI

Send Your Emails at the Right Time: 3 Ways Data Can Increase Your Marketing ROI

Do You Know Your Customer? 5 Questions for Communications Service Providers

Learn With Trailhead

Get Started With Sourcing PPE

Americas

Europe, Middle East, and Africa

Asia Pacific