John A. Goodman

Mr. Goodman is Vice Chairman of Customer Care Measurement and Consulting (CCMC). His research for the white House Office of Consumer Affairs in the 1980s is credited for establishing the use of 800 numbers for customer service by companies like American Express, Coca-Cola, GE and General Motors. The universal adages, “It costs five times as much to win a new customer as to keep an existing one.” and “Twice as many people hear about a bad experience as a good one.” are both based on his research. He helped lead the 2022 National Rage Study as well as the 2021 National Delight Study, providing the latest data on complaining, service expectations and word of mouth. He has assisted 45 of the Fortune 100 companies and a dozen Federal agencies. Harper Collins published the second edition of his book, “Strategic Customer Service,” in March 2019.