Customer Features

Taran March @ Quality Digest's picture
Taran March @ Quality Digest
They sound like words and have a mysterious dignity rolling off the tongue. Their meanings seem both apparent and elusive. If an alien delegation landed on Earth, words like these might feature in...
Ryan E. Day's picture
Ryan E. Day
Ihave never been accused of being an early adopter of cutting-edge technology. On the other hand, I don’t dance the Luddite jig, either. True to my own type, I hung on to my old M-1A tank, aka a...
Norman A. Paradis's picture
Norman A. Paradis
The last few months have witnessed the unraveling of the remarkable life sciences company Theranos, culminating in the news that federal regulators may ban Theranos founder Elizabeth Holmes from...
Annette Franz's picture
Annette Franz
I have written many times about the importance of the employee experience, both on its own in terms of retention and performance, and with regard to the effect of the employee experience on the...
John Nolan's picture
John Nolan
The ultimate aim of ISO 9001:2015 is to enable businesses to satisfy their customers effectively. You could say that all the standard’s clauses help to provide your customer with a consistent and...
J.D. Power and Associates's picture
J.D. Power and Associates
According to the recently released J.D. Power 2016 Member Health Plan Study, critical factors of health plan member satisfaction are highest in areas of the country that have more competition...
Hilke Plassmann's picture
Hilke Plassmann
The holy grail of marketing—a universal predictor of customer behavior—may be closer than ever, thanks to recent advances in the field of neuromarketing. Even at its best, traditional market...
Arun Hariharan's picture
Arun Hariharan
The other day, I visited a retail outlet of a wireless services provider to get information about its international roaming packages. The company has a few thousand outlets nationwide; they’re...
Knowledge at Wharton's picture
Knowledge at Wharton
Today, design has a seat at the table. With the success of products like the iPod and the iPhone, businesses have realized that a good user experience is key for improving the bottom line. Yet even...
Annette Franz's picture
Annette Franz
When I go to customer experience conferences, B2B companies are underrepresented, both in attendees and speakers. When clients look for benchmark data, B2B reports are few and far between. These...
American Customer Satisfaction Index ACSI's picture
American Customer Satisfaction Index ACSI
Two years removed from its all-time high, customer satisfaction with the retail trade sector fell for a second consecutive year, sliding 2.6 percent to an ACSI score of 74.8. Despite the decline...
Annette Franz's picture
Annette Franz
The perils of focusing on customer acquisition and sales over customer experience and retention can be summed up nicely with this: “As fast as you’re bringing customers in the front door, they’re...
Joerg Niessing's picture
Joerg Niessing
I’ve noticed that many companies are using the trendy term “digital transformation” without fully understanding what it means. Leveraging digital technology to make organizational processes and...
Kevin Cundiff's picture
Kevin Cundiff
Ask how you can help, always keep a smile, respond to requests promptly... the list goes on. You’ve probably been exposed to an abundance of tips and tricks about how to become more customer-...
Arun Hariharan's picture
Arun Hariharan
Technology is a useful tool in quality. That said, there are limits to what technology can do. Here’s my summary of its advantages and disadvantages for quality professionals. 1. Data and...
Annette Franz's picture
Annette Franz
What happens when we really understand our customers’ desired outcomes or the jobs they are trying to do? Something pretty incredible. A few weeks ago I wrote about “Faster Horses... and Customer...
Michael Webb's picture
Michael Webb
This month Quality Digest Daily welcomes Michael Webb, a noted author and consultant who writes about how the quality and productivity sciences improve sales and marketing departments. How well...
Harry Hertz's picture
Harry Hertz
Having recently bought some furniture at a big box store, I couldn’t help seeing these three dreaded words were boldly printed on the outside of the carton: “Some Assembly Required.” As I opened...
Annette Franz's picture
Annette Franz
There’s a well-known quote by Henry Ford that goes like this, “If I had asked people what they wanted, they would have said faster horses.” It’s fair to note that some don’t believe he actually...
Quality Transformation With David Schwinn's picture
Quality Transformation With David Schwinn
This month’s column results from my wife, Carole, asking me to “watch this.” This was a short video on her computer showing two young children brilliantly and inspirationally singing, “You Raise Me...