John A. Goodman
Mr. Goodman graduated from Carnegie Mellon University with a B.S. in chemical engineering. He obtained an M.B.A. from Harvard Graduate School of Business Administration in 1971. Upon graduation from Harvard, Mr. Goodman worked at the Environmental Protection Agency, overseeing a part of this Environmental Impact Statement System. He left the EPA to rejoin.
Mr. Goodman has managed more than 1,000 different customer service research, such as TARP's White House sponsored evaluation of complaint management practices in government and company and studies of word of mouth and also the bottom-line impact of customer education sponsored by Coca-Cola USA. The American Management Association released his book, “Strategic Client Service”, in May, 2009
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 from the 1980s.
Customers have included USAA, Allstate, Nationwide Insurance, The Museum of Modern Art, The USO, IBM, The Mayo Health System, Baylor Health System, University of Pennsylvania Hospital, Hyundai, Humana, J&J, Merck, ServiceMaster, Cathy Pacific Airways, HP, GE Capital, Apple, Legg Mason, ED Jones, American Express, Neiman Marcus, Honda, US Green Building Council, Chick Fil A, Xerox and also Harley Davidson as well as Senior Advisors from the US Intelligence Community.
He's educated service quality and service reengineering courses at Wharton Business School's executive education program. He has emerged#x201c;Good Morning America”, the ABC Evening News, the Discovery Channel and as a panelist on the PBS show, “The Editors. ”
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