Biographical Information
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 for John Goodman
Don’t Let Defective Processes Undermine Your Customer Service
16 Feb 2016
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.