John Goodman is Vice Chairman of Customer Care Measurement Consulting. He co-authored a groundbreaking 1970s study for the White House Office of Consumer Affairs that reshaped customer service as a profit center. His book Strategic Customer Service offers a practical, data-driven approach to improving customer relationships. An engineer by training, he specializes in measuring and quantifying customer insights. A sought-after speaker, he has led 1,000+ studies and spoken in 20+ countries, helping businesses turn customer experience into profitability.