The Virtual Summit

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Keynote: Effectively Creating Delight via Every Channel

Monday Mar 14, 12:00 PM – 1:00 PM EDT — RECORDING

The original Nordstrom story of wowing customers recounted expensive heroics to save the day and create delight. New research shows you can create delight via the phone and even digitally very cost effectively. Better yet, this delight translates into significantly higher loyalty and more compelling word of mouth.

During the Keynote, you will hear the results of Customer Care Measurement and Consulting's (CCMC’s) 2021 Delight Study, the first rigorous analysis of causes and impacts of delight in ten industries. We will show how you can, in only a couple of hours of training, get your telephone or digital service team to convey enthusiasm, empathy, transparency and complements in a manner that is both genuine and replicable. John Goodman will provide specific examples from beauty, financial services, manufacturing and ecommerce including a case study of VIPDesk’s conduct of a controlled experiment with two teams of beauty advisors supporting Beautycounter, including training approach and impact metrics.


John Goodman, Vice Chairman, Customer Care Measurement and Consulting

John Goodman John Goodman, Vice Chairman, CCMC

John 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, John 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. John is an engineer by training and a highly sought-after speaker. He is also the author of 'Customer Experience 3.0', which focuses on why companies need to learn the benefits, pitfalls and best practice of the latest technologies to create a seamless customer experience that will improve their bottom line.