Customer Features

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...
Janet Forgrieve's picture
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's picture
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's picture
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's picture
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's picture
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...