Customer Features

Innovating Service With Chip Bell's picture
Innovating Service With Chip Bell
All my life, I thought leaves departed trees in the fall because they got too old to hang onto the branch and gravity bested their grasp. It does not work that way. Trees literally release their...
Annette Franz's picture
Annette Franz
I’ll keep today’s article simple—and fun. Bob Farrell, founder of Farrell’s Ice Cream Parlors, shared the secret to a great customer experience in 1973 (yes, almost 50 years ago!), when he...
Kate Zabriskie's picture
Kate Zabriskie
Do any of these sound familiar? “The lawn service had to go. I used them for more than 15 years, and by the last season, my lawn looked terrible. The spring seeding didn’t take, nutsedge and...
Innovating Service With Chip Bell's picture
Innovating Service With Chip Bell
Ever notice how some people always get the best table, the upgraded room, or the best cut of meat at the market? Great customer service is not an accident. Those who are served well follow a recipe...
Ryan E. Day's picture
Ryan E. Day
If you are a quality engineer or maybe even the quality manager of a manufacturing company, investing in quality improvements may be a no-brainer. Defects are inherently undesirable, right? Well, yes...
Joerg Niessing's picture
Joerg Niessing
A new digital era of business-to-business (B2B) sales and marketing is upon us. It’s driven by corporate customer demand for online access to their suppliers’ offerings and expertise. Taking...
Klaus Wertenbroch's picture
Klaus Wertenbroch
From a customer perspective, the only thing more frustrating than being denied a product or service is when that denial comes without a satisfactory explanation. As humans, our ability to deal with...
Anju Dave Vaish's picture
Anju Dave Vaish
T his year’s unprecedented lockdown happened just as we started moving forward with our 2020 goals. There has been a lot of speculation about Covid-19 and its consequences, much of it dire, but there...
Gleb Tsipursky's picture
Gleb Tsipursky
‘It’s not going away, and we have to face that reality.” That’s what the CEO and founder of a quality-centered high-tech manufacturing startup with 180 employees told the leadership team in early...
Innovating Service With Chip Bell's picture
Innovating Service With Chip Bell
He stood on a platform in the early afternoon of a cold November day only a few feet from the edge of Soldier’s National Cemetery. He was dizzy and feverish, suffering with the beginning of smallpox...
Mark Williams's picture
Mark Williams
One of the favorite aspects of my career in the insurance industry is delivering a positive outcome to someone in the midst of a personally challenging situation. Whether it’s giving someone the...
Ryan E. Day's picture
Ryan E. Day
In our ultra-connected world, user experience (UX) can be a life-or-death matter for consumer-facing businesses. User experience is so critical that savvy leaders integrate UX/UI (user interface...
Ryan E. Day's picture
Ryan E. Day
In order to best illustrate how enterprisewide SPC software can help address shop-floor problems and then funnel the captured data to the corporate level where strategic issues can be analyzed, here...
Tom Taormina's picture
Tom Taormina
After more than 50 years as a quality control engineer and having worked with more than 700 companies, it is my observation that the vast majority of quality professionals hold their prime directive...
Annette Franz's picture
Annette Franz
I recently read a Recruiterbox article that stated: “Culture can either immunize or infect a company. Good culture can revitalize and motivate. Negative culture increases employee absences and...
Dallas Crawford's picture
Dallas Crawford
Manufacturers know the value of automation on the plant floor. The world is more interconnected, with more competitors, and consumers are more informed and thus more selective with purchasing...
James J. Kline's picture
James J. Kline
In today’s coronavirus environment, governments at all levels are under greater fiscal pressure. For instance, Oregon’s governor has told state departments to prepare for a 12-percent reduction in...
The Un-Comfort Zone With Robert Wilson's picture
The Un-Comfort Zone With Robert Wilson
When I was a kid, I hated Burger King. I hated it because they put sweet pickle relish on their regular hamburgers, and I hated sweet pickle relish. And, they put mayonnaise on The Whopper, and I...
Innovating Service With Chip Bell's picture
Innovating Service With Chip Bell
Alice—of Alice's Adventures in Wonderland fame—had a very vivid imagination. Had she been on the job market today, she would have no doubt been sought by Pixar, Google, or Amazon. If you read Lewis...
Tom Taormina's picture
Tom Taormina
Each article in this series presents new tools for increasing return on investment (ROI), enhancing customer satisfaction, creating process excellence, and driving risk from an ISO 9001:2015-based...