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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. |