John A. Goodman

John A. Goodman is a customer experience researcher, innovator, and entrepreneur. A co-author of the 1970’s breakthrough study of consumer complaint behavior and customer service for the White House Office of Consumer Affairs, Goodman is one of the original trailblazers of the customer experience industry. His contributions to this research overturned conventional wisdom and were instrumental to repositioning customer care as a potential profit center.

His first book – Strategic Customer Service – offers a panoramic view of his body of work and presents a proven, practical approach for leveraging the profitability of better customer relationships. Goodman is also the author of Customer Experience 3.0, which focuses on why companies need to learn the benefits, pitfalls and best practices of the latest technologies to create a seamless customer experience that will improve their bottom line.

Goodman is an engineer by training. So it’s no surprise that his approach to harnessing the benefits of a better customer experience is powered by his appreciation and skills for measuring and quantifying voice of the customer data. His motto: if you can’t measure it, you can’t improve the management of it.

A highly sought-after speaker, Goodman routinely shares his customer experience perspective with companies and organizations worldwide. Goodman has spoken in more than 20 countries. Goodman and his wife Alice reside in Bethesda, Maryland.