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John A. Goodman

Customer Experience Researcher, Innovator & Entrepreneur

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 John A. Goodman Biography

John Goodman is Vice Chairman of Customer Care Measurement and Consulting (CCMC). He graduated from Carnegie Mellon University with a B.S. in chemical engineering. He received an M.B.A. from Harvard Graduate School of Business Administration in 1971, In 1972, Mr. Goodman became a co-founder of TARP where he led research on customer service and complaint handling. His team created CCMC in 2001.

The American Management Association published his book, Strategic Customer Service, in May 2009. This book has been translated into four other languages and reach number 1 on Amazon.Japan.com business books. His new book, “Customer Experience 3.0”, was published in July 2014 and is now also available in Chinese and Japanese. He has eight articles in Quality Progress and a ninth, “Applying LSS to Marketing and Sales, ” was published in June 2017.

Over the past 40 years, Mr. Goodman has managed more than 1,000 separate customer service studies for 45 of the Fortune 100. He managed the White House-sponsored evaluation of complaint handling practices in government and business; studies of word of mouth and the bottom-line impact of consumer education sponsored by Coca-Cola USA; and a dozen benchmarking studies of customer service, complaint handling, the voice of the customer processes and the use of technology for service. He assisted Toyota, Honda, Ford, Hyundai and General Motors in establishing their 800 number-based consumer affairs service systems. He has taught service quality and service re-engineering courses at Wharton Business School's executive education program as well as in Ohio State’s MBA program. He has appeared on “Good Morning America”, National Public Radio, the Discovery Channel, the ABC Evening News, and as a panelist on the PBS show, “The Editors.”

He personally visited and assessed the customer service/complaint handling systems of over 1200 corporations and govern¬ment agencies. He has assisted small and medium professional services firms in technology, engineering, real estate, consulting, legal and investment environment. Some of his private clients have included American Express, Salesforce.com, Harley Davidson, USAA, Apple, Aflac, AutoTrader, Guardian Insurance, Ryder Truck Leasing, SunTrust, CitiGroup, 3M, Xerox, FedEx, J&J, Allstate, Zurich Risk Management, American Agriculture Insurance, Chick-Fil-A, Toyota/Lexus, Hyundai, McDonnell Douglas, Milliken, Baxter Healthcare, Prudential, ServiceMaster, GE Capital, Sprint, Sears Home Improvements, IBM, Neiman Marcus, HSBC, McDonald's, Pitney Bowes, Charles Schwab, British Airways, British Gas, Cathay Pacific Airways, Komatsu, John Deere, Amtrak, Kroger Co., Goodyear Tire & Rubber, Marriott, General Motors and Clorox.

Government clients have included the U.S. Department of Agriculture, the National Highway Traffic Safety Administration, the Federal Reserve Board of Governors, the Consumer Product Safety Commission, the Federal Aviation Administration, the Food and Drug Administration, key member agencies of The Intelligence Community and the US Postal Service.

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Videos
Books
Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service

Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service

Priceless: Curing the Healthcare Crisis (Independent Studies in Political Economy)

Priceless: Curing the Healthcare Crisis (Independent Studies in Political Economy)

Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits

Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits

FAQs
  • HOW TO BOOK John A. Goodman?

    Our booking agents have successfully helped clients around the world secure talent like John A. Goodman for speaking engagements, personal appearances, product endorsements, or corporate entertainment for over 15 years. The team at All American Entertainment represents and listens to the needs of organizations and corporations seeking to hire keynote speakers, celebrities or entertainers. Fill out a booking request form for John A. Goodman, or call our office at 1.800.698.2536 to discuss your upcoming event. One of our experienced agents will be happy to help you get pricing information and check availability for John A. Goodman or any other celebrity of your choice.
  • HOW MUCH DOES IT COST TO BOOK John A. Goodman?

    Booking fees for John A. Goodman, or any other speakers and celebrities, are determined based on a number of factors and may change without notice. Pricing often varies according to the circumstances, including the talent's schedule, market conditions, length of presentation, and the location of the event. Speaker fees listed on this website are intended to serve as a guideline only. In some cases, the actual quote may be above or below the stated range. For the most current fee to hire John A. Goodman, please fill out the booking request form or call our office at 1.800.698.2536 to speak with an experienced booking agent.
  • WHO IS THE AGENT FOR John A. Goodman?

    All American Entertainment has successfully secured celebrity talent like John A. Goodman for clients worldwide for more than 15 years. As a full-service talent booking agency, we have access to virtually any speaker or celebrity in the world. Our agents are happy and able to submit an offer to the speaker or celebrity of your choice, letting you benefit from our reputation and long-standing relationships in the industry. Fill out the booking request form or call our office at 1.800.698.2536, and one of our agents will assist you to book John A. Goodman for your next private or corporate function.
  • WHAT IS A FULL-SERVICE TALENT BOOKING AGENCY?

    All American Speakers is a "buyers agent" and exclusively represents talent buyers, meeting planners and event professionals, who are looking to secure celebrities and speakers for personal appearances, speaking engagements, corporate entertainment, public relations campaigns, commercials, or endorsements. We do not exclusively represent John A. Goodman or claim ourselves as the exclusive booking agency, business manager, publicist, speakers bureau or management for John A. Goodman or any other speaker or celebrity on this website. For more information on how we work and what makes us unique, please read the AAE Advantage.
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This website is a resource for event professionals and strives to provide the most comprehensive catalog of thought leaders and industry experts to consider for speaking engagements. A listing or profile on this website does not imply an agency affiliation or endorsement by the talent.

All American Entertainment (AAE) exclusively represents the interests of talent buyers, and does not claim to be the agency or management for any speaker or artist on this site. AAE is a talent booking agency for paid events only. We do not handle requests for donation of time or media requests for interviews, and cannot provide celebrity contact information.

If you are the talent, and wish to request removal from this catalog or report an issue with your profile, please click here.

John A. Goodman

Customer Experience Researcher, Innovator & Entrepreneur

Travels From:
Bethesda, MD, USA
Speaking Fee:

John A. Goodman Biography

John Goodman is Vice Chairman of Customer Care Measurement and Consulting (CCMC). He graduated from Carnegie Mellon University with a B.S. in chemical engineering. He received an M.B.A. from Harvard Graduate School of Business Administration in 1971, In 1972, Mr. Goodman became a co-founder of TARP where he led research on customer service and complaint handling. His team created CCMC in 2001.

The American Management Association published his book, Strategic Customer Service, in May 2009. This book has been translated into four other languages and reach number 1 on Amazon.Japan.com business books. His new book, “Customer Experience 3.0”, was published in July 2014 and is now also available in Chinese and Japanese. He has eight articles in Quality Progress and a ninth, “Applying LSS to Marketing and Sales, ” was published in June 2017.

Over the past 40 years, Mr. Goodman has managed more than 1,000 separate customer service studies for 45 of the Fortune 100. He managed the White House-sponsored evaluation of complaint handling practices in government and business; studies of word of mouth and the bottom-line impact of consumer education sponsored by Coca-Cola USA; and a dozen benchmarking studies of customer service, complaint handling, the voice of the customer processes and the use of technology for service. He assisted Toyota, Honda, Ford, Hyundai and General Motors in establishing their 800 number-based consumer affairs service systems. He has taught service quality and service re-engineering courses at Wharton Business School's executive education program as well as in Ohio State’s MBA program. He has appeared on “Good Morning America”, National Public Radio, the Discovery Channel, the ABC Evening News, and as a panelist on the PBS show, “The Editors.”

He personally visited and assessed the customer service/complaint handling systems of over 1200 corporations and govern¬ment agencies. He has assisted small and medium professional services firms in technology, engineering, real estate, consulting, legal and investment environment. Some of his private clients have included American Express, Salesforce.com, Harley Davidson, USAA, Apple, Aflac, AutoTrader, Guardian Insurance, Ryder Truck Leasing, SunTrust, CitiGroup, 3M, Xerox, FedEx, J&J, Allstate, Zurich Risk Management, American Agriculture Insurance, Chick-Fil-A, Toyota/Lexus, Hyundai, McDonnell Douglas, Milliken, Baxter Healthcare, Prudential, ServiceMaster, GE Capital, Sprint, Sears Home Improvements, IBM, Neiman Marcus, HSBC, McDonald's, Pitney Bowes, Charles Schwab, British Airways, British Gas, Cathay Pacific Airways, Komatsu, John Deere, Amtrak, Kroger Co., Goodyear Tire & Rubber, Marriott, General Motors and Clorox.

Government clients have included the U.S. Department of Agriculture, the National Highway Traffic Safety Administration, the Federal Reserve Board of Governors, the Consumer Product Safety Commission, the Federal Aviation Administration, the Food and Drug Administration, key member agencies of The Intelligence Community and the US Postal Service.

John A. Goodman Videos

  • Authentic Employee Empowerment with John A. Goodman
    We hosted an information-packed webinar on September 13, 2018 on Authentic Employee Empowerment with customer service expert, researcher and author,...
  • Creating a proactive customer experience- John A. Goodman
  • Moving Customer Service from Firefighting to Proactive Customer Service

John A. Goodman Books

Speaker Lists Featuring John A. Goodman

FAQs on booking John A. Goodman

  • How to book John A. Goodman?

    Our booking agents have successfully helped clients around the world secure talent like John A. Goodman for speaking engagements, personal appearances, product endorsements, or corporate entertainment for over 15 years. The team at All American Entertainment represents and listens to the needs of organizations and corporations seeking to hire keynote speakers, celebrities or entertainers. Fill out a booking request form for John A. Goodman, or call our office at 1.800.698.2536 to discuss your upcoming event. One of our experienced agents will be happy to help you get pricing information and check availability for John A. Goodman or any other celebrity of your choice.
  • How much does it cost to book John A. Goodman?

    Booking fees for John A. Goodman, or any other speakers and celebrities, are determined based on a number of factors and may change without notice. Pricing often varies according to the circumstances, including the talent's schedule, market conditions, length of presentation, and the location of the event. Speaker fees listed on this website are intended to serve as a guideline only. In some cases, the actual quote may be above or below the stated range. For the most current fee to hire John A. Goodman, please fill out the booking request form or call our office at 1.800.698.2536 to speak with an experienced booking agent.
  • Who is the agent for John A. Goodman?

    All American Entertainment has successfully secured celebrity talent like John A. Goodman for clients worldwide for more than 15 years. As a full-service talent booking agency, we have access to virtually any speaker or celebrity in the world. Our agents are happy and able to submit an offer to the speaker or celebrity of your choice, letting you benefit from our reputation and long-standing relationships in the industry. Fill out the booking request form or call our office at 1.800.698.2536, and one of our agents will assist you to book John A. Goodman for your next private or corporate function.
  • What is a full-service talent booking agency?

    All American Speakers is a "buyers agent" and exclusively represents talent buyers, meeting planners and event professionals, who are looking to secure celebrities and speakers for personal appearances, speaking engagements, corporate entertainment, public relations campaigns, commercials, or endorsements. We do not exclusively represent John A. Goodman or claim ourselves as the exclusive booking agency, business manager, publicist, speakers bureau or management for John A. Goodman or any other speaker or celebrity on this website. For more information on how we work and what makes us unique, please read the AAE Advantage.

John A. Goodman is a keynote speaker and industry expert who speaks on a wide range of topics . The estimated speaking fee range to book John A. Goodman for your event is $5,000 - $10,000. John A. Goodman generally travels from Bethesda, MD, USA and can be booked for (private) corporate events, personal appearances, keynote speeches, or other performances. Similar motivational celebrity speakers are Jeanne Bliss, Gary Magenta, Dan Steinman, Blake Morgan and Micah Solomon. Contact All American Speakers for ratings, reviews, videos and information on scheduling John A. Goodman for an upcoming event.

John A. Goodman Speaker Videos

  • Authentic Employee Empowerment with John A. Goodman
    We hosted an information-packed webinar on September 13, 2018 on Authentic Employee Empowerment with customer service expert, researcher and author, John A. Goodman
    Creating a proactive customer experience- John A. Goodman
  • Moving Customer Service from Firefighting to Proactive Customer Service
    John A Goodman - Customer 3.0

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During normal business hours, we respond to most inquiries within 4 hours.

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Speakers Similar to John A. Goodman

This website is a resource for event professionals and strives to provide the most comprehensive catalog of thought leaders and industry experts to consider for speaking engagements. A listing or profile on this website does not imply an agency affiliation or endorsement by the talent.

All American Entertainment (AAE) exclusively represents the interests of talent buyers, and does not claim to be the agency or management for any speaker or artist on this site. AAE is a talent booking agency for paid events only. We do not handle requests for donation of time or media requests for interviews, and cannot provide celebrity contact information.

If you are the talent, and wish to request removal from this catalog or report an issue with your profile, please click here.

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