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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.
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:
Partial list of John’s Clients:
Allegro Senior Living
Allgood Pest Solutions
Allstate Insurance Company
American Public Transportation Association
Ansley Golf Club
Banco Continental de Panama
Banco de Finanzas S.A. (Nicaragua)
Beef Jerky Outlets
ELANCO (Division of Eli Lilly)
First Bank & Trust
General Growth Properties
HomeTeam Pest Defense
Hospitality Risk Controls
Humphries & Company
Institute for Management Studies
Jacob K. Javits Convention Center
Navy Federal Financial Group
Olmsted Medical Center
One Beacon Insurance
Popeyes Louisiana Kitchen
Project Management Institute
Southern California Edison
Terry College of Business, The University of Georgia
The Arbor Company
The National Hispanic University (Laureate International Universities)
Turner Construction Company
Vantage Specialty Chemicals