John Goodman on the Future of Customer Service Published: Jan 24, 2019 Most executives still view customer service as a cost center, a necessary nuisance that drains funds from other more strategic investments.Most executives still view customer service as a cost center, a necessary nuisance that drains funds from other more strategic investments.Most executives still view customer service as a cost center, a necessary nuisance that drains funds from other more strategic investments. But for companies with a strategic approach, the customer service function itself is an unbeatable marketing machine, a word of mouth monster that directly drives sales, repeats business referrals, and increases the bottom line.AMA_Edgewise_0925.mp3