Vice Chairman, CCMC, Alexandria, VA, USA
Mr. 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, ” awaiting publication. He has spoken at over 30 ASQ conferences.
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 bench marking studies of customer service, complaint handling, 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 800 corporations and government agencies. Some of his private clients have included American Express, Salesforce.com, Harley Davidson, USAA, Apple, 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, 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, The Intelligence Community and the US Postal Service.
He has conducted training for the American Bankers Association, the Life Office Management Association, the American Financial Services Association, the Food Processors Association, the American Management Association, the Society of Consumer Affairs Professionals, the American Gas Association, and the Food Marketing Institute. His international credits include seminars in England, Japan, Brazil, Hong Kong, Dubai, Australia, Indonesia, Singapore, France, Switzerland, Russia, Taiwan, Argentina, Greece and Germany.
Other studies Mr. Goodman has managed include an evaluation and redesign of the U.S. Consumer Product Safety Commission's complaint handling and Hotlines for the USDA , FAA and FDA. He has also studied, for the National Science Foundation, the most effective techniques for gaining citizen participation, and evaluated data sets describing the linkage of research and development to improved corporate productivity.