Customer

Experience 3.0: High-Profit Strategies in the Age of Techno Service is John

Goodman new book and is my guest this week on the podcast. John has managed more

than 1,000 separate customer service studies, including the White House

sponsored evaluation of complaint handling practices in government and business

and studies of word of mouth and the bottom-line impact of consumer education

sponsored by Coca-Cola USA.He has taught service quality and service reengineering

courses at Wharton

Business School's

executive education program.  He has

appeared on “Good Morning America”, the ABC Evening News, The Discovery Channel,

National Public Radio and as a panelist on the PBS show, “The Editors.”

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