Biographical Information

John Goodman

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

Articles for John Goodman

Don’t Let Defective Processes Undermine Your Customer Service

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.