John A. Goodman to Guest on Mariposa Leadership, Inc.'s Popular Wise Talk Leadership Forum

John A. Goodman, one of the original pioneers of the customer experience industry, will be interviewed by Sue Bethanis, CEO/Founder of Mariposa Leadership, on the popular Wise Talk Leadership Forum for executives on October 23, 2014.

San Francisco, CA, October 03, 2014 --( Mariposa Leadership, Inc. is pleased to announce that John A. Goodman, Vice Chairman of Customer Care Measurement & Consulting, and author of Strategic Customer Service and Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service, will be a guest on Wise Talk, a popular monthly leadership forum for technology executives, on Thursday, October 23, 2014 at 11am PT/2pm ET. In an interview with Sue Bethanis, CEO/Founder of Mariposa Leadership, John’s insights will help leaders combine aggressive service, technology and empathy to build an end-to-end customer experience that can be measured and quantified.

Even as companies adopt customer experience strategies, they continue to face challenges inherent in high customer expectations, increasing myriad of tools available to enhance the customer experience, and a need to be able to show measurable payoff for an entire company effort. As one of the pioneers in the customer experience industry, John A. Goodman’s background and expertise sheds light on these factors to help companies build end-to-end customer experience strategies that work. John is co-author of the 1970’s breakthrough study of consumer complaint behavior and customer service for the White House Office of Consumer Affairs. His contributions to this research overturned conventional wisdom and were instrumental to repositioning customer care as a potential profit center. Since then, John has “written the book” on the customer experience – literally and figuratively.

Having personally directed some 1,000 customer experience studies for clients worldwide in every conceivable sector, John is an authoritative consultant in the field of customer-driven quality. His first book – Strategic Customer Service – offers a panoramic view of his body of work and presents a proven, practical approach for leveraging the profitability of better customer relationships.

John graduated from Carnegie Mellon University with a B.S. in chemical engineering. He received an M.B.A. from Harvard Graduate School of Business Administration in 1971. Upon graduation from Harvard, he worked at the Environmental Protection Agency, supervising part of the Environmental Impact Statement System. He left the EPA to rejoin TARP which he co-founded in 1971.

John has taught service quality and service re-engineering courses at Wharton Business School's executive education program. He has appeared on "Good Morning America", the ABC Evening News, the Discovery Channel and as a panelist on the PBS show, "The Editors."

For more information on Wise Talk and to sign up to participate in this interactive Forum, visit:

About Mariposa Leadership, Inc.

Mariposa Leadership, an executive leadership coaching firm, has served the Bay Area’s most successful companies in Silicon Valley and the SF Bay Area since 1996. High-tech and other demanding industries leverage Mariposa’s individual and executive team coaching programs to accelerate leadership performance.

Wise Talk is Mariposa’s monthly Leadership Forum hosted by CEO/Founder, Sue Bethanis. With more than 100 sessions recorded to date, Wise Talk’s unique dialogue via teleconference features informative interviews with selected experts from around the world and covers the latest in leadership topics such as strategy, customer experience, employee engagement, design thinking and other cutting-edge leadership content.

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Mariposa Leadership, Inc.
Allison Adams