Customer Features

Innovating Service With Chip Bell's picture
Innovating Service With Chip Bell
A reputable B2B company recently received feedback indicating widespread customer concern it was not helping its customers remain on the cutting edge of their own industries. The company was so...
Mike Richman's picture
Mike Richman
On Friday, Sept. 1, 2017, QDL included news about the disaster in Texas and no apocalypse in retail, an interview covering a different approach to failure modes and effects analyses, a feature...
Thomas R. Cutler's picture
Thomas R. Cutler
  Flawless order fulfillment from a distribution center or warehouse to the customer’s door is the neglected leg of the supply chain. Ironically, without careful attention to the last mile, e-...
Dirk Dusharme @ Quality Digest's picture
Dirk Dusharme @ Quality Digest
Our August 11, 2017, episode of QDL looked at the role of technology in after-market service, stairs that help you up, Fidget Cubes, and more. “Climbing Stairs Just Got Easier With Energy-Recycling...
Innovating Service With Chip Bell's picture
Innovating Service With Chip Bell
‘How ya gonna keep ’em down on the farm after they’ve seen Paree? How ya gonna keep ’em away from Broadway, jazzin’ around and paintin’ the town?” This 1914 song by Andrew Bird was a hit as...
Gary Brooks's picture
Gary Brooks
With the durable goods markets in flux—new orders rose 0.7 percent in March 2017, after declining as low as 4.7 percent just a few months prior—manufacturers are seeking alternate sources of revenue...
Ruth P. Stevens's picture
Ruth P. Stevens
As marketing advances, most professionals are well aware by now of the importance of retention and reactivation in optimizing the value of the customer base. The facts are clear: We know that it...
Annette Franz's picture
Annette Franz
What motivates you to go to work every morning? What drives you to do good work every day? What motivates you to want to work for your employer every day? What are the things that your manager and...
Harry Hertz's picture
Harry Hertz
The title to this column probably has you thinking about some life-changing transition or a big vacation to refresh, or maybe a new exercise regimen. If that is the case, I am sorry to disappoint...
Mark Lee Hunter's picture
Mark Lee Hunter
The digital revolution is transforming the relationship between consumers and companies. Nearly all business functions are feeling the effects, but conventional marketing sits squarely on the fault...
American Customer Satisfaction Index ACSI's picture
American Customer Satisfaction Index ACSI
Customer satisfaction with subscription television is down 1.5 percent to a score of 64 (on a 1–100 scale), tied with internet service providers for last place among 43 industries tracked by the...
Ryan E. Day's picture
Ryan E. Day
I remember my first trip to Michigan in 2012. I was covering the Ford Motor Co.’s annual Trend Conference and had the opportunity to meet Alan Mulally, who gave a compelling presentation explaining...
Rob Mitchum's picture
Rob Mitchum
People have touted the potential of big data and computation in medicine for what feels like decades, promising more effective and personalized treatments, new research discoveries, and smarter...
American Customer Satisfaction Index ACSI's picture
American Customer Satisfaction Index ACSI
Passenger satisfaction is up compared to a year ago, but airlines remain in the bottom third of industries tracked by the American Customer Satisfaction Index (ACSI). As the largest airlines lower...
Mike Richman's picture
Mike Richman
It’s easy to sit here aghast at the big, attention-getting customer service missteps that have recently blown up into public relation nightmares for United Airlines and American Airlines. These...
Annette Franz's picture
Annette Franz
In May 2016, I spoke at CallidusCloud Connections (C3); if you’ve never been to this event, be sure to check it out this year. The topic of my session was “The Seven Deadly Sins of Customer...
Dirk Dusharme @ Quality Digest's picture
Dirk Dusharme @ Quality Digest
In last week’s Quality Digest Live: design digital assistance instead of digital assistants, how to make better beer, and closed-loop manufacturing. “How Digital Media Will Bring Out Our Best Selves...
Innovating Service With Chip Bell's picture
Innovating Service With Chip Bell
Imagine a hotel proposing that the housekeeper put a goldfish in your guest room in a basketball-sized bowl filled with colorful rocks.  All they ask is that you give it a name so you can have...
Volodymyr Bilotkach's picture
Volodymyr Bilotkach
On April 9, 2017, a passenger was forcibly removed from a United Airlines flight from Chicago O’Hare to Louisville after the carrier was unable to find volunteers to accommodate four of its...
Knowledge at Wharton's picture
Knowledge at Wharton
The mismanagement of bet-the-company business crises has become pandemic. Consider just the most recent examples. In December 2016, Yahoo disclosed that three years earlier hackers had stolen...