Article: Beyond CRM: Managing the Customer Experience

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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

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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

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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?

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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

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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...]

Article: Hallmarks of horrible customer service

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Tod Marks publishes an articles on the Fox Business website citing John Goodman's new book, Customer Service 3.0 Published August 28, 2014 Just about all of us will need to contact customer service at some point, and too often the outcome ends in frustration. Topping the list of irritants are … [Read more...]

Press Release: Scott M Broetzmann appointed to Arizona State University Center for Services Leadership

ALEXANDRIA, Virginia – July 8, 2014 – Customer Care Measurement & Consulting, LLC (CCMC) announces its affiliation with the prestigious Arizona State University Center for Services Leadership (CSL), and the appointment of Scott M. Broetzmann, President & CEO to the Advisory Board of the CSL. … [Read more...]

Article: How supply chain traceability relates to consumer affairs and the bottom line

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John Goodman writes on the Smartblogs.com website. The smart supply chain executive should work with their consumer affairs and marketing executives to balance these issues to maximize company success. Download a PDF of the article entitled How supply chain traceability relates to consumer affairs … [Read more...]

Majority Of Motorists Admit To Distracted Driving Behavior On Daily Basis According To New Study

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PRNewswire.com Press Release: Northeast regional insurance group Plymouth Rock Assurance has released the results of a new study issued during Distracted Driving Awareness Month revealing nearly two-thirds of drivers polled engage in distracted driving behavior every day. Written by Laura … [Read more...]

Article: 5 Common Service Actions That Drive Your Customers Nuts

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John Goodman has an article published on the Salesforce Blog about annoying service actions. We all know exactly the types of customer service interactions that raise our blood pressure. Five of the most prevalent points of pain that surface in CCMC’s bi-annual National Rage Studies are practices … [Read more...]