Biographical Information
John Goodman

John Goodman is vice chairman of Customer Care Measurement & Consulting; he can be reached at jgoodman@customercaremc.com or on Twitter @jgoodman888. His new book, Customer Experience 3.0, was published in May 2014. 

Articles By John Goodman
As front-line staff take the flak for systemic problems, it becomes harder to hold on to good service agents. Here's how to overhaul your processes—and keep customers and employee happy.
Posted 16 Feb 2016
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