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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