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 Read More …
The American Management Association published John Goodman’s book, Strategic Customer Service, in May, 2009 and I think I have used it every week or at least every month since then. John is my guest tomorrow and next week on the podcast to discuss his new book, Customer Experience 3.0: High-Profit Strategies in the Age of Read More …
Timothy W. Fowler is a visual-spatial thinker who designed President Obama’s Air Force One secure inspection and re-fueling process and is also the founding Director of Super Bowl Champion Coach Joe Gibbs Youth For Tomorrow. In a past podcast, he introduced me to RIGHT technique. Read, Inquire, Glimpse, Highlight and Trend Related Podcast and Transcription: Read More …
Natalie J. Sayer is the owner of I-Emerge, an Arizona-based global consultancy, and co-author of Lean For Dummies. She has traveled the world extensively, working with leaders in English and Spanish, to improve their daily lives, businesses and results. Natalie began studying and applying Lean in the automotive industry, in the US and Mexico before Read More …
I have been actively engaged the past month and taking my self-study efforts from a new organization, Interaction Design Foundation. At the present time I am participating in two classes, Design Thinking and The Psychology of Online Sales. I have been enjoying and learning from both. I encourage you to read the press release from 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 …