Connecting Strategy and Customer Service discussed on Business901 Podcast

Sept. 5, 2013 - PRLog -- John Goodman is Vice Chairman of Customer Care Measurement and Consulting (CCMC). CCMC’s customer satisfaction and loyalty surveys and analytics are used by leading Fortune 500 companies from every industry to produce a better ROI from their investments in customer experience. 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 of word of mouth and the bottom-line impact of consumer education sponsored by Coca-Cola USA. The American Management Association published his book, Strategic Customer Service, in May, 2009.

John 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 Mr. Goodman’s research for creation of the GE Answer Center, the original customer satisfaction contact center, as well as instigation of service initiatives at American Express, Coors and Toyota.

You can find the podcast through the transcription link at the Business901 blogsite, Connecting Strategy and Customer Service (http://business901.com/blog1/connecting-strategy-and-customer-service/). In the post there is a link to download the podcast.

The Business901 Podcast offers visitors the opportunity to listen to current business topics such as discussions on Lean, Design Thinking, Service Design, Six Sigma and Marketing.

The Lean Marketing Lab is an online community, that has been created to further the cause of bringing continuous improvement to the sales and marketing arena. The foundational work is in Lean but you will find a flavor of Service Design and Design Thinking intertwined. Join and receive the four books that make up the Marketing with Lean Series.

About Business901 (http://business901.com) provides direction in areas such as Lean Marketing and Lean Services. Joe Dager is president of Business901, a firm specializing in bringing the continuous improvement process to the sales and marketing arena.  He takes his process thinking of over thirty years in marketing within a wide variety of industries and applies it through Lean Marketing Concepts.

Joe has participated with companies involved in retail, manufacturing, software and professional services along their quality journey. In these companies, Joe developed and implemented sales and marketing strategies. Always being a process thinker, he attached Lean to the way of implementing sales and marketing and has advanced those practices through Design Thinking and Service Design concepts.

The Business901 Blog and Podcast include many leading edge thinkers and been featured numerous times for its contributions to the Bloomberg’s Business Week Exchange. Joe has authored four books with the most recent published this year, The Lean Engagement Team.