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...
Laurel Thoennes @ Quality Digest
Traffic crawled. Ahead of me was a pickup, its bumper thick with stickers. From the one most cracked and faded, I saw the word “welfare.” Just before the driver switched lanes, I made out the rest...
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
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
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...
Janet Forgrieve
Restaurant reservations systems such as OpenTable and Yelp Reservations may be one of the biggest areas where technology is working to help restaurants win new customers and build a bigger roster...
David Sefcik
Believe it or not, I love to grocery shop. Besides getting to pick all my favorite foods, I love the challenge of getting the best deals—and a challenge it can sometimes be. Without a doubt, I have...
Annette Franz
How well does your decision-making process work for you? Are you able to go from decision to solution to action with ease?
This is the second part of my two-part series on Peter Drucker’s five...
Arun Hariharan
A mobile services company provides free mobile services to its employees. The employees never receive a bill for voice or data services. If an employee faces a problem, he just talks to a colleague...
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...
Ryan E. Day
Coffeepots and tires. All products should be built like coffeepots and tires. Awash in a sea of disposable products, these two durable goods stand out as icons of heresy against designed...
Dirk Dusharme @ Quality Digest
‘Made in the U.S.A.” Do people really care about those words on the label, and more important, how motivated are they to buy American-made products? The answer is yes... and sort of. Yes, consumers...
Annette Franz
Do you know what it takes to stay ahead of the competition? Is that one of your business goals? Recently I was interviewed by someone for an article she was writing, and one of the questions was...
Innovating Service With Chip Bell
When the circus ringmaster wails, “...and children of all ages,” he is speaking to me. I love the circus. When it came to my rural hometown when I was a boy, it was an all-consuming experience that...
Ryan E. Day
Is it just me, or does it seem like businesses are actually trying to outdo each other in poor customer experience? Now, I don’t want to be misunderstood, so let me be as clear as I can.
I’m not...
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...
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...
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...
Dick Wooden
First of all, what does it mean to be orphaned by your customer relationship management (CRM) vendor? In short, it means that your CRM vendor sold you on a CRM product and for one reason or another...
Annette Franz
This is part two of a two-part series on my discussion with Tangerine Bank CEO, Peter Aceto. I left off on part one of my conversation questioning why so many leaders still don’t get the importance...
