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 for the White House Office of Consumer Affairs in the 1980s. He led recently led the first rigorous study of customer delight and assisted in the analysis of the ninth wave of the National Rage Study, completed in March 2020, on American consumers’ complaining behavior. His books are CX 3.0 and Strategic Customer Service. He can be reached at email@example.com and on LinkedIn.