Selling is tough and keeping buyers/students/patients happy is even tougher. Today’s consumers are demanding. They want support anytime, anywhere, including diagnostics and fast problem resolution. In the age of 24/7 customer tweeting what does it take to keep buyers happy? How do we measure the ROI of our investments in support people, processes, and technologies? What can we do to continually enhance the ROI of such investments?
John Goodman, Author of Strategic Customer Service, Co-founder Tarp Worldwide
Mr. Goodman 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, where his specialties were operations research and management... More View all posts
Mr. Goodman 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, where his specialties were operations research and management control. Upon graduation from Harvard, Mr. Goodman worked at the Environmental Protection Agency, supervising part of the Environmental Impact Statement System. In 1972, Mr. Goodman left EPA to found TARP. Mr. Goodman has managed more than 1,000 separate customer service studies, including TARP's 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 multiple surveys of the use of toll free service numbers by major corporations. The American Management Association published his book, “Strategic Customer Service”, in May, 2009 Mr. Goodman has over 30 years of experience in providing customer experience management assistance to clients in both the public and private sectors. 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 in the 1980s. Other studies Mr. Goodman has managed include an evaluation and redesign of the U.S. Consumer Product Safety Commission's complaint handling as well as hotlines for USDA, NHTSA, FAA and FDA. Clients have included USAA, Allstate, Nationwide Insurance, The Museum of Modern Art, The USO, IBM, Cisco Systems, The Mayo Health System, Apple, Neustar, Qualcomm, Guardian Insurance, Pepsi Cola, Coca-Cola, Pillsbury, Kroger, Giant Eagle, Toyota/Lexus/Scion, University of Pennsylvania Hospital, Hyundai, Humana, J&J, Merck, ServiceMaster, Cathy Pacific Airways, HP, GE Capital, Legg Mason, ED Jones, American Express, Neiman Marcus, Honda, US Green Building Council, Chick-Fil-A, Xerox and Harley Davidson as well as Senior Executives in the US Intelligence Community. He has taught service quality and service reengineering classes at Wharton Business School's executive education program. He has appeared on “Good Morning America”, the ABC Evening News, the Discovery Channel and as a panelist on the PBS show, “The Editors.” Less View all posts
Matthew Lampe, Chief Information Officer, Los Angeles Department of Water & Power
Matt Lampe became the Chief Information Officer for the Los Angeles Department of Water and Power in November 2007. At LADWP, Matt established the IT Strategic Agenda and has guided the phased modernization of the IT application portfolio... More View all posts
Matt Lampe became the Chief Information Officer for the Los Angeles Department of Water and Power in November 2007. At LADWP, Matt established the IT Strategic Agenda and has guided the phased modernization of the IT application portfolio and infrastructure, with the completion of an IP based contact center, service based integration, extensive use of virtualization, and the commencing of the Customer Information and Billing System replacement. He is a member of the LADWP Smart Grid Steering Committee. Previously, Matt Lampe was the Chief Technology Officer of the City of Portland, with responsibility over the City’s e-government initiative, the technology and telecommunications infrastructure, and business applications to support the City government. Less View all posts