Mr. Goodman is Vice Chairman of Customer Care Measurement and Consulting (CCMC). The universal adages, “It costs five times as much to win a new customer as to keep an existing one.” and “Twice as many people hear about a bad experience as a good one.” are both based on his research. John joins me on this podcast episode to discuss his latest research on the impact of what happens to word of mouth and an increase in willingness to pay a premium when an organization delights its customers. 

Harper Collins published the second edition of his book, “Strategic Customer Service”, in March, 2019. He has also published, “Customer Experience 3.0”, with the American Management Association in July, 2014.  Over the past 40 years, Mr. Goodman has managed more than 1,000 separate customer experience studies for 45 of the Fortune 100 as well as dozens of non-profit and government entities.