Customer Care Features

Quality Digest's picture
Quality Digest
Getting your product into customers’ hands is often an undervalued—and under-engineered—part of your organization’s value chain. If the pandemic’s effect on our supply chains has taught us anything,...
Matt Fieldman's picture
Matt Fieldman
Some are calling it, “The Great Resignation.” Others are calling it “The Great Reshuffle.” After spending the past year as executive director of America Works, I’ve talked with more than 250...
Andrea Luangrath's picture
Andrea Luangrath
Consumers who see a product on sale being virtually touched are more engaged and willing to pay more than if the item is displayed on its own, according to a recent research paper I co-authored....
Annette Franz's picture
Annette Franz
A few weeks ago, I wrote about Seth Godin’s concept of Finding Your Who, which is all about identifying who your products are for. The Who isn’t defined by demographics but by psychographics:...
Innovating Service With Chip Bell's picture
Innovating Service With Chip Bell
One of my favorite Halloween memories was decorating the annual giant pumpkin with my son when he was young. As a toddler, he was primarily an observer as he watched me sculpt the face of the pumpkin...
Mark Greevan's picture
Mark Greevan
China’s dominance in manufacturing has made it the factory for the world. The subsequent economic growth enriched an ever-expanding middle class, and the country’s retail industry has quickly adapted...
Nate Burke's picture
Nate Burke
With the rise of online shopping continuing to increase, thanks to the convenience and comfort of shopping from home, it's important for e-commerce businesses to look to their returns policy to...
Jeff Dewar's picture
Jeff Dewar
There are many endangered industries today, and publishing is certainly among them. In 2009 we didn’t know if we would survive the monumental changes that had torn through all areas of the publishing...
Scott Paton's picture
Scott Paton
It seems like yesterday that I walked into 1425 Vista Way in Red Bluff, California, to begin what I thought was a part-time data-entry job that was supposed to last just a few weeks. Instead, I ended...
Taran March @ Quality Digest's picture
Taran March @ Quality Digest
In publishing, anniversary issues sit in the ambiguous space between news and marketing. News because, at 40 years and counting, it’s not every magazine that makes it to middle age in these times....
Quality Digest's picture
Quality Digest
As part of QD’s 40th anniversary hoopla, we wanted to hear from those in the quality field. Tribal knowledge is real and valuable. What you’ve learned as a quality professional can help others...
John Colmers's picture
John Colmers
This story was originally published by Knowable Magazine. The way the United States typically finances hospitals isn’t working. The coronavirus laid this bare, along with many other long-standing...
Christine Schaefer's picture
Christine Schaefer
When the City of Germantown, Tennessee, was named a Baldrige Award recipient in 2019, the small suburb of Memphis (just 20 square miles in size) became only the fourth city to earn the...
Jon Picoult's picture
Jon Picoult
In 1978, inventor Thomas Jake Lunsford patented a new form of plastic packaging and unknowingly triggered the ire of hundreds of millions of consumers. His invention was the “clamshell”—a type of...
Zach Winn's picture
Zach Winn
More and more people are doing their shopping from home these days, and whether they’re ordering groceries, home office equipment, or Covid-19 tests, they increasingly expect their deliveries to be...
Dirk Dusharme @ Quality Digest's picture
Dirk Dusharme @ Quality Digest
For most of 2021, roughly 4 percent of the retail workforce has quit every month; in June alone 632,000 workers quit their retail job. Even though retail workers are quitting at a record pace, more...
Dawn Bailey's picture
Dawn Bailey
‘We didn’t get here on our own,” said Brian Dieter, president and CEO of Baldrige Award-recipient Mary Greeley Medical Center (MGMC), speaking at the 32nd Baldrige Quest for Excellence Conference. “...
Kiley Becker's picture
Kiley Becker
I was recently on a trip to visit a manufacturing facility for one of our clients. My connecting flight didn’t arrive on time, which delayed my arrival and put me on a tight schedule. When I got to...
Quality Digest's picture
Quality Digest
Labor demand is continuing to outstrip labor supply by a wider margin despite record job openings. The hospitality industry is just one industry taking hard hits, with some restaurants reporting...
Innovating Service With Chip Bell's picture
Innovating Service With Chip Bell
Necessity is the mother of invention. And few things are more necessary to the success of an organization than customers. Leave that thought on the page, and we will return to it shortly. Napoleon...