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Scott M. Broetzmann is the President, CEO and Co-Founder of Customer Care Measurement & Consulting LLC. Scott’s creed for creating an extraordinary customer experience is simple: invest in those actions that lie at the intersection of increased customer loyalty and a favorable return on investment. Over the past 30 years, Scott has been empowering marketplace leaders from all industries to deliver a more profitable customer experience by helping them leverage good science.
John A. Goodman is the Vice Chairman of Customer Care Measurement & Consulting LLC. He is a customer experience researcher, innovator, and entrepreneur. A co-author of the 1970’s breakthrough study of consumer complaint behavior and customer service for the White House Office of Consumer Affairs, John is one of the original trailblazers of the customer experience industry. His contributions to this research overturned conventional wisdom and were instrumental to repositioning customer care as a potential profit center.
Agenda
Faculty
John Goodman
Customer Care Measurement & Consulting LLC
- Vice chairman, Customer Care Measurement & Consulting LLC
- A customer experience researcher, innovator and entrepreneur
- Previously with TARP US, as co-founder, president and vice chairman
- Directed the 1970's breakthrough study of consumer complaint behavior and customer service for the White House Office of Consumer Affairs, he is one of the original trailblazers of the customer experience industry
- His contributions to this research overturned conventional wisdom and were instrumental to repositioning customer care as a potential profit center
- Authoritative consultant in the field of customer-driven quality, having personally directed some 1,000 customer experience studies for clients worldwide in every conceivable sector
- John's first book, Strategic Customer Service, presents a proven, practical approach for leveraging the profitability of better customer relationships; his second book, Customer Experience 3.0, shows how ten types of technology including CRM, social media, gamification, online communities, video, speech analytics and chat can make customer experience proactive, preventive and engaging and how to gain CFO support for it
- M.B.A. degree, Harvard University Business School; B.S. degree in chemical engineering, Carnegie Mellon
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