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IMC DFW Management Consultants Forum (student) - Riding The Wave of Customer Experience - Nov 8
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When: November 8, 2010
From 6:00 PM to 8:00 PM
Where: Collins Center at SMU Cox
3150 Binkley Ave
Dallas, Texas  75205
United States
Contact: Ken Langley

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Dallas / Fort Worth Chapter Meeting and
Management Consultants Forum

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SMU EMBA, FMBA and PMBA Student Registration only

 For public registration click here

Monday, November 8, 2010
John Goodman
John Goodman
Vice Chairman - TARP Worldwide 
Mr. Goodman has over 30 years of experience in providing customer experience management assistance to clients in both the public and private sectors. Business Week credits Mr. Goodman’s research for creation of the GE Answer Center, the original customer satisfaction contact center, as well as instigation of service initiatives at American Express, Coors and Toyota in the 1980s. His clients have included USAA, IBM, Baylor Health System, Pepsi Cola, Kroger, Honda, Merck, Cathy Pacific Airways, Apple, American Express and Neiman Marcus.

Mr. Goodman has a B.S. in chemical engineering from Carnegie Mellon University and an M.B.A. from Harvard Graduate School of Business Administration, where his specialties were operations research and management control.


Riding the Wave of Customer Experience:
Using Service as a Word of Mouth Management System

Have you ever heard the statistic that "one customer with a bad experience will tell at least five others?” Have you ever wondered whose research discovered that insight? Well look no further – it was our November Forum speaker John Goodman.

Join us at the next IMC DFW Management Consulting Forum meeting, and learn how to use excellent service as a Word of Mouth Management System. The Forum will be presented by John Goodman, who believes that "an excellent Customer Experience (CE) is the most effective way to add new customers without spending a fortune on marketing; you simply get your existing customers to sell you to new customers”. He will share the six concepts he has identified to help consultants measure and manage "word of mouth”, including how to:

  • Create an actionable integrated Voice of the Customer that places all marketing and customer touches in a single framework that allows rational resource allocation and gets things fixed
  • Use technology to delight rather than aggravate – deliver psychic pizza
  • Delight and exceed expectations only when it is cost effective!

Mr. Goodman will be giving away ten copies of his book Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits.

Network, enjoy the informal interchange with professional colleagues, and come prepared to challenge the speaker with your probing questions.


Agenda and Reservations





Networking & Buffet:

6:00 - 7:00 pm


7:00 - 8:00 pm


Free (paid by the SMU Cox School of Business) to students of the SMU Cox EMBA, FMBA or PMBA programs.


Use the Binkley parking garage.  Parking will be validated courtesy of Novo1.
Parking map and information




Ken Langley

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