Part 1 of 2 with John Goodman
Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service is John Goodman new book and 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. 
John has taught service quality and service re-engineering 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.”John is the Vice Chairman of Customer Care Measurement and Consulting (CCMC).
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Next week will be the 2nd part.