He’s back! And does he have some great new research, insights and perspectives to share on this episode of the All Things Considered CX podcast.
John Goodman joins me to talk about AI, Offshoring, Delighting customers, the latest info related to focused research on CPG customer delight and so much more! John has joined me several times in the past and always has an informative, thought-provoking topic to discuss and this conversation is no different. John is Vice Chairman of Customer Care Measurement and Consulting (CCMC). 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. CX metrics are always hot topics but John’s straightforward, no-nonsense approach to them is refreshing!
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