John is a sought after speaker on the topics of creating consistently great customer experiences that drive customer loyalty and growing business by creating, leading and sustaining remarkable service. He is the co-author of three books with Chip Bell including the award winning international best seller Wired and Dangerous; How Customers Have Changed and What to do About It, the national best seller Take Their Breath Away: How Imaginative Service Creates Devoted Customers and Customer Loyalty Guaranteed: Create Lead, and Sustain Remarkable Customer Service. His articles have appeared in Customer Relationship Management, Incentive Magazine, SBusiness, Quality Digest,Customer Service Excellence, M World, Sales and Service Excellence, and Leadership Excellence. He has appeared live on ABC News and Fox Business.
He is founder and president of Progressive Insights, a member of the Chip Bell Group. He has over 20 years of executive leadership experience in the hospitality, business services, real estate and financial services industries. John holds a graduate degree in business from the Darden School at the University of Virginia and a B.S. in Business Administration from The Citadel.
His consulting practice specializes in helping leaders and organizations effectively deliver great customer experiences that drive loyalty and bottom line growth. He has successfully completed engagements in a variety of industries including the healthcare, financial services, senior living, insurance, quick service restaurant, utility, commercial construction, trade show management, retail, public transportation, wholesale auto auction, technology, hospitality, real estate, education and business services industries.
His clients include, McDonald's Corporation, Popeyes Louisiana Kitchen, Inc., Rollins, Inc., Turner Construction Company, Allstate Insurance, The Arbor Company, Sodexo, The Jacob Javits Convention Center, First Bank and Trust, Atlanta Cycling, General Growth Properties, Texas Instruments, Banco de Finanzas, Northeast Utilities, Elavon (U.S. Bank), Southeastern Pennsylvania Transit Authority, The National Hispanic University, Olmsted Medical Center, The Freeman Companies, Northeast Utilities, Banco Popular, EDiS Company, ELANCO (Division of Eli Lilly), Kaiser Permanente, FLEETCOR Technologies, Pegasus Solutions, Banco Continental de Panama, Southern California Edison, Cousins Properties, Navy Federal Financial Group, Hospitality Risk Controls, Manheim, Angelica Textile Services, Cannon Company, The College Board, and Compass Bank.