John Goodman

Vice Chairman, Customer Care Measurement & Consulting

Goodman has 15 articles in Quirk’s on customer and employee experience measurement as well as impactful reporting of market research.  He has also written two books on CX, the latest being “Strategic Customer Service” published by Harper Collins. This book now appears in five languages. He has assisted 45 of the Fortune 100 in customer satisfaction research.

Sessions from John Goodman:

The payoff of making delight intentional: First ever rigorous study

Delighting customers is a goal of many companies but few make significant investments because finance is skeptical. Customer Care Measurement & Consulting (CCMC) has executed the first-ever rigorous study of [...]


Tuesday | 3:00 pm - 3:30 pm | Room 1