John is a sought after speaker and consultant on the topics of creating consistently great customer experiences that drive customer loyalty and growing business by creating, leading and sustaining extraordinary service. He is the co-author of three books with Chip Bell including the award winning international best seller Wired and Dangerous; How Your 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.  John has appeared live on ABC and Fox Business. He speaks regularly on the “The Small Business Advocate Show” with Jim Blasingame and is a member of Jim’s “Brain Trust”. His articles have appeared in Leadership Excellence, Sales & Service Excellence, Assisted Living Executive, Energy World, Customer Relationship Management, Incentive Magazine, SBusiness, Quality Digest, Customer Service Excellence, and M World.

    He is founder and President of Progressive Insights a member of the Chip Bell Group. He has over 30 years of executive leadership experience in the hospitality, business services, real estate and financial services industries. John served as a Supply Officer in the U. S. Navy and holds a graduate degree in business from the Darden School at the University of Virginia as well as a B.S. in Business Administration from The Citadel.

    His consulting practice specializes in helping organizations effectively implement and manage the complex culture change required for service innovation and effectively delivering great customer experiences that drive loyalty, advocacy and growth. He has successfully completed engagements in a variety of industries including the healthcare, financial services, public transportation, senior living, insurance, quick service restaurant, utility, trade show management, wholesale auto auction, retail, technology, hospitality, commercial construction, real estate, education and business services industries.

    He has served as consultant or trainer to such organizations as McDonald's Corporation, Dow AgroSciences, Eli Lilly, Popeyes Louisiana Kitchen, Inc., Rollins, Inc., Allstate Insurance, Manheim, Banco Popular, Turner Construction Company, The Arbor Company, Sodexo, Banco Continental, The Jacob Javits Convention Center, Freeman Companies and Texas Instruments.

    Wired and Dangerous

    How can businesses navigate the tricky waters of a network of customers that are hyper-connected?

    We work with large and small businesses as well as non profit organizations on service quality, customer loyalty, creating customer centric cultures, employee engagement, mentoring, leadership startegic and business planning.

    Our work includes the following services:

    • Customer service strategy development and implementation
    • Customer service assessments
    • Customer intelligence programs
    • Customer forensic studies
    • Customer loyalty culture initiatives
    • Service vision dvelopment and implementation
    • Crafting effective customer service dashboards
    • Developing and implementing effective organizational service standards and behaviors
    • Service leadership alignment
    • Strategic Planning
    • Balanced scorecard development and implementation
    • Teambuilding
    • Executive coaching
    • Process design and improvement

    Partial list of John’s Clients:

              Admin America

              Allegro Senior Living

              Allgood Pest Solutions

              Allstate Insurance Company

              American Public Transportation Association


              Ansley Golf Club

              Atlanta Cycling


              Banco Continental de Panama

              Banco de Finanzas S.A. (Nicaragua)

              Banco General

              Banco Popular

              Beef Jerky Outlets

              Cannon Company

              ClubCorp, USA

              College Board

              Compass Bank

              Cousins Properties

              Cox Enterprises

              Dow AgroSciences

              EDiS Company

              ELANCO (Division of Eli Lilly)


              First Bank & Trust

              FLEETCOR Technologies

              Freeman Companies

              General Growth Properties

              HomeTeam Pest Defense

              Hospitality Risk Controls

              Humphries & Company

              Institute for Management Studies

              Jacob K. Javits Convention Center


              Kaiser Permanente

              Lucas Group


              McDonald's Corporation

              Navy Federal Financial Group

              Northeast Utilities

              Olmsted Medical Center

              One Beacon Insurance


              Pegasus Solutions

              Popeyes Louisiana Kitchen

              Project Management Institute

              Raymond James

              Rollins, Inc.


              Southern California Edison


              Terry College of Business, The University of Georgia

              Texas Instruments

              The Arbor Company

              The Citadel

              The National Hispanic University (Laureate International Universities)



              Turner Construction Company

              Vantage Specialty Chemicals


    Fees for services are available upton request.
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