In this twenty-five minute interview, you will hear customer satisfaction industry expert Laura Sikorski query author John Goodman about how to make the customer experience proactive, preventive and  engaging.

Take-aways include the importance of doing an analysis of satisfaction by type of issue, and identifying the two issues where even your best representatives have a dissatisfied customer to identify where you have broken response rules or processes, and of getting the CFO involved to quantify the money left on the table by not improving customer satisfaction.