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- May 04 2017
Article: Examining the myths and costs of agent disengagement (Part 3)
In Examining The Myths and Costs of Agent Disengagement, a three-part series, John Goodman, author of Customer Experience 3.0 and Strategic Customer Service, identifies the false assumptions many companies operate under regarding employee retention and the impact on service quality, […]
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- Apr 09 2017
Article: Examining the myths and costs of agent disengagement (Part 1 and 2)
In Examining The Myths and Costs of Agent Disengagement, a three-part series, John Goodman, author of Customer Experience 3.0 and Strategic Customer Service, identifies the false assumptions many companies operate under regarding employee retention and the impact on service quality, […]
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- Jun 24 2016
Whitepaper: Customer Rage & Customer Experience ROI
Customer Rage & Customer Experience ROI – How An Infatuation With Insincere Customer Experience Metrics Destroys Brands. Companies have put an overwhelming emphasis and invested meaningful resources in the customer experience. Yet, today’s customers are experiencing more problems than ever […]
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- Mar 03 2016
ASU: National Customer Rage Survey Videos
Filmmakers at the Department of Communication Arts at the University of Wisconsin-Madison share their observations and experiences about the making of the several documentaries on the National Customer Rage Survey. The following article was posted by Michael Trevis on the […]
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- Feb 06 2016
Article: Take Your CIO to Lunch
And Four Other Things You’ve Meant to do for the Last Year Have you taken your CIO to lunch recently? Read why this matters and find four other strategic recommendations of John Goodman to dramatically improve your bottom line. Click […]
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