Voice of the Customer/Quality Improvement

• Special Report: Factors Leading to an Impactful Voice of the Customer Process, John Goodman, Silvi Demirasi & Thomas Hollman, Contact Center Pipeline
• At Your Service (PDF) John Goodman and Kathleen Kerr, American Gas Magazine
• Taking The Wheel (PDF) John Goodman, Quality Progress
• Searching for a Clearer Voice (PDF) John Goodman, David Beinhacker, and Scott M. Broetzmann
• Nice Doing Business With You (PDF) John A. Goodman, iSixSigma Magazine
• Creating a VOC Program in Your Call Center (PDF) John Goodman ICMI Customer Management Blog
• 6 Ways to Link Quality Improvement to Customer Service (PDF) John Goodman

Customer Experience/Surveys/B2B

• Six Actions to Deliver a Great Self-Service Experience, Goodman, CustomerThink
• Behind the Customer Experience (PDF) John Goodman, Lean & Six Sigma Review
• Stop the Annual Do You Love Us Survey: 16 Best Practices for Survey Execution, John Goodman, CustomerThink
• Beyond CRM: Managing the Customer Experience (PDF) John Goodman, Forbes.com
• How to Create A Proactive Customer Experience (PDF) John Goodman, Forbes.com
• 5 Common Service Actions That Drive Your Customers Nuts (PDF) John Goodman, Forbes.com
• Leverage Your Customer Experience In Growing The Top Line Cheaply (PDF) John Goodman, American Management Association
• The Right Kind of Buzz (PDF) John Goodman, Six Sigma Forum Magazine
• Improving the Customer Experience (PDF) John A. Goodman, Cindy Grimm and Joshua Hearne, Contact Center Pipeline
• Researchers, Bad News is Inevitable. Set Expectations (PDF) David Beinhacker, John Goodman, Quirks
• In B2B environments, no news is not good news David Beinhacker, John Goodman, Quirks
• Treating Employees as Customers John Goodman, Washington Business Journal
• Customers Still As Unsatisfied Today As They Were In 1976 (PDF) Chris Morran, Consumerist
• Treat Your Customers As Prime Media Reps (PDF) John Goodman, Contact Center Pipeline
• Treating Employees as Customers (PDF) John Goodman, ICMI
• The C-Suite (PDF) Scott M. Broetzmann, Modern DC Business Magazine
• At Your Service (PDF) John Goodman and Kathleen Kerr, American Magazine
• In B2B Environments, No News Is Not Good News David Beinhacker, John Goodman, Quirks Media

CRM/Technology

• How Technology Contributes to Customer Experience (PDF) John Goodman, baselinemag.com
• You Have Just Been Appointed Chief Customer Officer – Now What? John Goodman

Customer Service/Business Case/Outsourcing

• Customer Service, CRM, Customer Experience—What’s the Difference? (PDF) John Goodman, Forbes.com
• OK is Not Great (PDF) John Goodman, Contact Center Pipeline
• Treating Employees as Customers (PDF) John Goodman, ICMI

Customer Metrics/Net Promoter

• Customer Experience Measurement: A Q&A with John Goodman and Contact Center Pipeline (PDF) Leadership Q&A (PDF)

National CUstomer RAge Studies / Delight studies

• Five Reasons to Invest in Customer Delight, Goodman, Call Center Times
• Little Things Mean A Lot (PDF),  Goodman, Broetzmann, Hollman & Hurley, Quirks
• How Supply Chain Traceability Relates to Consumer Affairs and the Bottom Line (PDF) John Goodman, Smartblogs
• MIT Sloan Article: What Unhappy Customers Want John Goodman, Scott M. Broetzmann et al.
• Customer Rage (PDF) Marc Grainer and David Beinhacker