John Goodman,Vice Chairman, CCMC
March 7 2013
John Goodman, Vice Chairman, Customer Care Measurement and Consulting Research has shown that Voice of the Customer (VOC) efforts that have CFO buy-in are considerably more effective at getting important customer issues fixed. Winning CFO approval for investing in the customer experience is no easy matter. Those charged with persuading the CFO to make such expenditures face certain challenges in leveraging the necessary resources and breadth of authority to deliver a world class customer experience. In this webcast, drawing on his work with companies recognized for their customer-centricity, Mr. Goodman will provide insights and a proven protocol for building a business case for evaluating service and quality investments.
A 1970s trailblazer in CX, John turned industry thinking on its head with his groundbreaking research. Author of definitive CX books and more, John is now known worldwide as a leading expert on win-win customer care.