Clare Naden
Travel and tourism took a beating during the Covid-19 pandemic, with borders closed, airlines grounded, and many establishments shut for months. Now as the industry attempts to recover in this new...
ISO
There’s more than one path to service management. It refers to all the activities, policies, and processes that organizations use for deploying, managing, and improving IT service provision. In today...
Nate Burke
How many of us remember walking into a holiday gift shop when younger (and before a global pandemic put a stop to the H word), and eagerly searching for a fridge magnet, mug, or pencil inscribed with...
Karla Raines
Total quality management (TQM) was in vogue during my undergraduate years and early career in industrial engineering. The United States was catching up to the Japanese in manufacturing production as...
Harry Hertz
Each year after the Quest for Excellence Conference, I sift through my notes and try to identify themes I have heard in the presentations of the new Baldrige Award recipients. The most...
Nate Burke
It has been more than a year since retailers were forced to temporarily shut their doors or put in place restrictions to limit the in-store experience. Now, as we return to some semblance of...
Innovating Service With Chip Bell
We live in an era of statue removal. Meanwhile the largest mountain carving in the world is under construction in the Black Hills of South Dakota just 17 miles from Mount Rushmore. The final carving...
Innovating Service With Chip Bell
Iam often asked by customer service leaders how to get the CEO to care about customers. They are convinced there is a missed tactic that, if implemented, would have the C-suite camping out in the...
Nate Burke
Unfortunately, a website is no longer enough for a significant or successful digital presence. Essentially, a presence is nonexistent without some consideration of search engine optimization (SEO)....
Annette Franz
The terms “customer-centric” and “customer-centricity” get thrown around a lot; oftentimes, it’s quite clear that they’re being used out of turn. I believe “customer-centric” is often confused with “...
Nate Burke
During the past year, we have seen more businesses make the digital switch and take services online than ever before. For many, an ecommerce offering was a means for survival during an incredibly...
Knowledge at Wharton
It’s a commonly held belief, one that gets played out daily in organizations around the world: Employees who receive performance feedback are much more likely to improve their performance than those...
Jim Benson
Respect is an abused word. Weak minds use it as a placeholder for fear. Weak egos will demand it up front. Weak hearts will use it to attach themselves to people of bluster, wishing they could be so...
Nate Burke
Undeniably, the power of data is unmatched. With an abundance of data collection opportunities available online, and with an increasing number of businesses taking them, the potential and value of...
Innovating Service With Chip Bell
I was fortunate enough yesterday to get my second Covid-19 vaccine. It was a giant relief, one that more than compensated for 24 hours of arm soreness. It was the peace of mind that, despite vaccine...
Annette Franz
In 2019, I wrote about a marketing phenomenon that I kept hearing about, that customers are in control, that they have all the power. I never felt like that was right.
In that post, I wrote: “So,...
Yoav Kutner
Like business-to-consumer (B2C) e-commerce, business-to-business (B2B) e-commerce allows customers to purchase parts and supplies via an online portal. The difference is that in B2B e-commerce, both...
Gleb Tsipursky
Stakeholder engagement is one of the more critical aspects of leadership, whether you’re a team leader or a member of a cross-functional team trying to lead team members to focus on quality....
Nate Burke
Businesses are constantly looking for ways to improve both the efficiency and effectiveness of their operations. And this will only become a more important focus as we continue to navigate the...
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...
