Customer Experience 3.0

Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service by John A. Goodman offers a practical, data-driven guide to designing and measuring customer experience that boosts loyalty and profit. Goodman explains how to blend technology with human service, prioritize improvements based on measurable ROI, and use Voice of the Customer programs and analytics to quantify customer value and reduce churn. The book covers service recovery, employee engagement, channel integration, and cost-to-serve analysis, providing real-world examples and step-by-step tactics for managers. Focused on actionable strategies, it shows how organizations can turn everyday interactions into sustainable competitive advantage.