Mr. Goodman is Vice Chairman of Customer Care Measurement and Consulting (CCMC). The universal adages, “It costs five times as much to win a new customer as to keep an existing one.” and “Twice as many people hear about a bad experience as a good one.” are both based on his research. He helped lead the 2022 National Rage Study which was featured by the CBS Evening News as well as the 2021 National Delight Study, providing the latest data on complaining, service expectations and word of mouth. He has assisted 45 of the Fortune 100 companies. Harper Collins published the second edition of his book, “Strategic Customer Service”, in March, 2019. Harper Collins will publish the second edition of CX 3.0 featuring updates on AI and other technologies as well as research in April 2024.