Customer Features

Annette Franz's picture
Annette Franz
I recently came across the Japanese terms genchi genbutsu and gemba; they’re both key principles of the Toyota Production System, which comprises Toyota’s management philosophy and best practices....
Ryan E. Day's picture
Ryan E. Day
Sponsored Content In today's hyper-competitive, fast-paced manufacturing world, there is rarely anything like a "routine" day at the office—especially when you're a tier-one supplier for some of...
Chad Kymal's picture
Chad Kymal
In 2014, the International Automotive Task Force (IATF) reported that the automotive industry wouldn’t upgrade the ISO/TS 16949 standard to ISO 9001:2015, much to the dismay of Tier One suppliers....
Ruth P. Stevens's picture
Ruth P. Stevens
A s the document and imaging industry evolves, imaging workflows become more sophisticated, and products increase in complexity. But with innovation, the industry has faced a new problem: customer...
The Un-Comfort Zone With Robert Wilson's picture
The Un-Comfort Zone With Robert Wilson
I carefully filled the cake cone from the frozen custard machine, pushing it up at just the right moment to create a perfect ball. Then as I shut off the machine, I pulled the cone away with a...
Anonymous's picture
Chris Outram
Day in, day out, business leaders are reminded that digital disruption is coming for their customers, for their talent, and for their bottom lines. CEOs of traditional companies consistently rate...
ISO's picture
ISO
The global food industry has never faced more challenges. From tainted dairy products to contaminated beef, high-profile cases crop up regularly to dent consumer confidence, while leading companies...
Knowledge at Wharton's picture
Knowledge at Wharton
I t wasn’t that long ago that GM ran commercials advertising that its Oldsmobile division didn’t just produce cars for your grandfather, but also for everyone else. It was an attempt to...
Annette Franz's picture
Annette Franz
A couple weeks ago, I wrote a post about emotionally unavailable customers. Hat tip to James Lawther for inspiring me to actually flip the tables here and think about emotionally challenged...
William A. Levinson's picture
William A. Levinson
ISO 9001:2015, Clause 4.2—“Understanding the needs and expectations of interested parties” requires the organization to determine the “requirements of these interested parties that are relevant to...
Annette Franz's picture
Annette Franz
Ihave written and talked about journey mapping so much this year, even suggesting back in January that we make it the year of the journey map. I think customer experience professionals have made...
Ruth P. Stevens's picture
Ruth P. Stevens
As the initial wild enthusiasm for customer relationship management (CRM) begins to plateau, and companies become increasingly skeptical of inflated claims for success, it’s time to take a hard...
Annette Franz's picture
Annette Franz
Do you know the 12 Laws of karma? And did you know they can be applied daily to your customer experience (CX) efforts? If not, no worries, just read on.  I’ll define them for you and tie them...
Barbara A. Cleary's picture
Barbara A. Cleary
Trivia question of the day: What do toilet paper, sugar, coffee, cheese, ice cream, and sugar have in common? Two things, actually. Their prices are up, and their packaging units are down. A can...
Hubert Gatignon's picture
Hubert Gatignon
There can be little argument that consumers are growing more suspicious of business. They question its motives, and increasingly, its marketing, which recently has been said to be manipulative....
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...