Customer Care Article

Mike Richman’s picture

By: Mike Richman

If there’s one thing that separates those who do things in an average way and those who do those same things in an extraordinary way, it’s passion. This sense of intense interest, excitement, and focus drives the authentic pursuit of excellence, even (or perhaps, especially) in the rather mundane realm of customer service.

Ruth P. Stevens’s picture

By: Ruth P. Stevens

Business marketers have much to gain from retention marketing. Business customers tend to be fewer in number, and each is more valuable—meaning you can’t afford to lose even one. But how do you keep your customers active and buying from you, vs. the competition? How do you prevent defection?

Thomas R. Cutler’s picture

By: Thomas R. Cutler

Two words no manufacturing organization wants to hear: product recalls. By their very nature, product recalls are unpredictable events.

The cost to a company transcends potentially expensive litigation and settlements. Product recalls and the effects that product failures have on companies that fail to conduct proper design analysis before, during, and after the manufacturing process are often unrecoverable.

Jerry W. Thomas’s picture

By: Jerry W. Thomas

The many “truisms” of customer loyalty lore are mostly a set of mythologies to deceive the gullible and exploit the innocent. Let us explore these mythologies and then talk about best practices for customer satisfaction and customer loyalty research.

Multiple Authors
By: Kyle Pheland, Belinda Jones

Change is inevitable in every organization. Planned or not, forces inside and outside the enterprise can sometimes encumber a workforce and lead to nonvalue-added processes. Growing spurts, major technology implementations, or even small supply-chain organizational projects can present more issues than expected. However, when a company has a proactive improvement program in place, one that uses lean manufacturing and Six Sigma principles and tools, potential roadblocks can be identified and eliminated.

Kara Baskin’s picture

By: Kara Baskin

Care.com co-founder Donna Levin played a key part in that company’s growth, and the passion was personal. Levin’s work plans were curtailed when her son was 11 weeks old and had a seizure following a difficult pregnancy. Tests were inconclusive. Her daycare situation evaporated; she and her husband took turns staying home with the baby for three years until his health stabilized. Her husband worked nights, she worked days, and somehow they muddled through.

American Customer Satisfaction Index ACSI’s picture

By: American Customer Satisfaction Index ACSI

(ACSI: Colorado Springs, CO) -- Customer satisfaction with banks is up, according to the American Customer Satisfaction Index (ACSI). Its recent report covers the finance and insurance sector, which includes retail banks, credit unions, health insurance, property and casualty insurance, life insurance, and internet investment services.

Dan Silva’s picture

By: Dan Silva

In today’s global supply chain, shipping a product across the world isn’t as simple as loading it onto a truck, train, or boat and signing a few papers. International shipments often involve coordination between counterparts in the countries of origin and destination, complete and accurate paperwork required for those nations and any in between, physical locations chosen strategically, and capital to create a solid supply chain with redundancies.

ASQ’s picture

By: ASQ

Sponsored Content

When flood waters ravaged portions of Colorado in September 2013—killing crops, inundating homes, and buckling many miles of roadways—countless federal, state, and municipal government workers sprang into action helping citizens. State and federal government agencies spent millions in the weeks and months following the natural disaster to help residents of the Rocky Mountain state.

By: L.E.K. Consulting

Industrial companies are facing critical challenges rooted in slow growth, globalization, the effect of disruptive technologies, and unforeseen competitive threats. A new report from global management consulting firm, L.E.K. Consulting, reveals how those companies are responding—and what the response will mean for the future of companies around the globe in a range of manufacturing sectors.

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