Consumer Reports: How to survive do-it-yourself customer service

CCMC research was recently quoted in an article published on the Pittsburgh Post-Gazette website. ...disgruntled complainants are almost three times more likely to express their unhappiness to others than those who have a good experience. Each dissatisfied customer spreads the word to about 28 … [Read more...]

Where’s the Beef in Web Self-Service? Are you measuring what is important?

A new survey of customer service managers provided some surprising information on what metrics departments are using to measure the effectiveness of self-service. SoftwareAdvice.com, a technology evaluation firm for customer support software, conducted a survey of 170 managers and found that many … [Read more...]

Article: The High Price of Ignoring Customer Input and Big Data

In a recent article published on destinationCRM.com John Goodman asks... What's wrong with traditional customer involvement methods? A new study by Forbes and ASQ of more than 2,000 global senior executives and quality professionals found that only one-fourth formally involve customers in quality … [Read more...]

ConsumerReports.org: Use tech to your advantage when seeking customer support

John Goodman is referenced in a recent article by ConsumerReports.org written for the Boston Globe. But self-service shouldn’t mean no service. Try canceling an online order immediately after pressing “submit.” Chances are you can’t. Or try tracking down live help if an eBay transaction goes … [Read more...]

Article: The Cardinal Sins of Customer Service – And How to Fix them

John Goodman presents a series of compelling essays on the customer experience. In this feature, John shares how companies can overcome the "cardinal sins" of  customer service. Download a PDF of the article entitled The Cardinal Sins Of Customer Service - And How To Fix Them Read the full … [Read more...]

Article: Beyond CRM: Managing the Customer Experience

John Goodman presents a series of compelling essays on the customer experience. In this piece, John discusses the inextricable linkage between CRM and the customer experience.. Download a PDF of the article entitled Beyond CRM: Managing the Customer Experience Read the full article on the … [Read more...]

Article: How to Create A Proactive Customer Experience

John Goodman presents a series of compelling essays on the customer experience. In this selection, John opines on the imperative of placing a premium on proactively delivering extraordinary customer experiences. Download a PDF of the article entitled How to Create A Proactive Customer … [Read more...]

Article: 5 Common Service Actions That Drive Your Customers Nuts

John Goodman presents a series of compelling essays on the customer experience. In this essay, John shines a light on how many companies implement policies and practices that have the unintended consequence of "driving their customers nuts!" Download a PDF of this title entitled 5 Common Service … [Read more...]

Article: Customer Service, CRM, Customer Experience—What’s the Difference?

John Goodman presents a series of compelling essays on the customer experience. In this piece, John illuminates the inherent differences between the jargon of customer-centricity and their implications for companies aspiring to be the best Download a PDF of the article entitled Customer Service, … [Read more...]

Radio Interview: John Goodman on The Michael Dresser Show

Interview by business talk show host The Michael Dresser Show, John Goodman talks about the Rage study and the state of customer service in America. Click to listen to the interview (15mins) Visit our webinar's page for more publish media. … [Read more...]