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Who Says You're Great at Satisfying Customers?
Get Approved, Get Certified, & Get Endorsed, says Dr. Gary Goodman, President of Customersatisfaction.com
Goodman studied for his MBA under Drucker's tutelage, so the respect was mutual.
Goodman went on to launch Customersatisfaction.com, which is now making recommendations of its own. It is approving, certifying, and endorsing companies for their commitments to achieving great results for their clients.
Why this, and why now?
"Companies are robbed by the ratings found at sites like the BBB-Better Business Bureau, Yelp, and others."
Goodman says, "Companies invest fortunes in developing leads that are torpedoed by anyone with a gripe. One bad review or complaint can prevent tens or even hundreds of people from doing business with you. The cost, in terms of lost income is staggering."
Rebutting complaints isn't enough, Goodman says, because at BBB, once posted, poison-pen letters are indelible and stay posted forever. "Even if you have a high letter grade, numerical rating, or accredited status, people put undue value on the few comments that bash you," Goodman points out.
"It isn't enough to reply that you aren't a crook. You need to strongly assert the opposite—that you are a great service provider. And the best way is by having an internationally recognized, credible, 3rd party source say it for you."
Based on assessing several performance factors, Customersatisfaction.com sets the record straight while providing companies with a competitive edge by approving, certifying, and endorsing them for their effectiveness.
What about companies that are lacking in certain areas?
"We provide best practices training to get them up to speed," Goodman says.
Goodman is a best-selling author of 30 books, including "Monitoring, Measuring & Managing Customer Service," and his client list is a "Who's Who" of the Fortune 500 as well as smaller firms. He has been a frequent expert guest on CNBC and hundreds of radio and TV stations, worldwide. His seminars have been offered by trade associations and 40 universities, including UCLA and UC Berkeley.
You can reach him at firstname.lastname@example.org or at (818) 970-GARY (4279).
Dr. Gary S. Goodman