Managing Customer Value
I have the pleasure of participating in the conference and will be giving a sixty-minute presentation on Lean Service Design. My presentation will be offering a unique perspective on applying Lean to the Service Design Field. All participants of my presentation will receive a CD (CD is available on Amazon) that contains: 130 Page PDF eBook Read More …
John Goodman is the author of Strategic Customer Service and Vice Chairman of Customer Care Measurement and Consulting (CCMC). CCMC’s customer satisfaction and loyalty surveys and analytics are used by leading Fortune 500 companies from every industry to produce a better ROI from their investments in customer experience. John has managed more than 1,000 separate Read More …
Joseph Michelli, author of Leading the Starbucks Way: 5 Principles for Connecting with Your Customers, Your Products and Your People is tomorrow’s podcast guest and like all his books he bases them around five principles. This is Michelli’s second book on Starbucks, the first one was The Starbucks Experience: 5 Principles for Turning Ordinary Into Read More …
John Goodman, Vice Chairman of Customer Care Measurement and Consulting (CCMC), has published scores of articles including “Using Service to Grow the Top Line” in the AMA Journal, 8 articles in Quality Progress as well as BrandWeek, the American Banker and Marketing News. Business Week credits John’s research for creation of the GE Answer Center, Read More …
Next week’s podcast is the 2nd part of Where Strategy and Customer Service Meet, Part 1 of 2 with John Goodman, Vice Chairman of Customer Care Measurement and Consulting (CCMC). If you missed the first part, I encourage to listen it was excellent. The 2nd part of podcast we move on to discuss parts of Read More …
What we find is there are a lot of buzz words Big Data, Net Promoter Score, Chief Customer Officer or Voice of Customer. A lot of those are used as simplistic code words when in fact the entire process is much, much more complicated than that. For instance, in most organizations Voice of Customer is Read More …