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Strategic Customer Service in 2020: A book talk with author John Goodman

March 27, 2019 @ 12:00 pm - 2:30 pm


John-Goodman-Book-Talk-27March2019Register now!

On March 27, you’re invited to join the DC Chapter of SOCAP to celebrate the second edition of customer service expert John Goodman’s landmark book, Strategic Customer Service. Join us to network with your peers, eat a delicious lunch, and listen to a fascinating talk by John and co-author Scott Broetzmann. They’ll discuss the 2019 edition of their book, which offers a data-packed roadmap on how companies can actively reach out to customers, prevent problems, and resolve issues in ways that boost loyalty.

Need another reason to register right away? The first 25 people to register for this event will receive a free copy of Strategic Customer Service, so sign up now!

Here’s an overview of the program:

  • John and Scott will share 30 years of research from companies such as 3M, GE, and Chick-Fil-A. They’ll help you transform your customer service operation into a strategic, revenue-generator with empowered frontline agents, well-managed outsourcers, proactive technology, and an integrated Voice of the Customer program.
  • Ed O’Day, AARP Senior Vice President of Member Communication will share AARP’s vision and its commitment to transforming the customer experience. He’ll discuss AARP’s digital adoption strategies for the present and future, and he’ll explain how they’ve leveraged knowledge across channels.
    Questions and answers with the authors and hosts.


  • 12 pm – Networking and lunch
    12:30 – Presentations by authors and AARP leadership
    1:45 – Questions
    2:30 – Adjourn


March 27, 2019
12:00 pm - 2:30 pm


601 E Street, NW
Washington, DC 20049 United States
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