Customer Features

Joshua Fairfield's picture
Joshua Fairfield
Internet-enabled devices are so common, and so vulnerable, that hackers recently broke into a casino through its fish tank. The tank had internet-connected sensors measuring its temperature and...
Annette Franz's picture
Annette Franz
I recently saw an article with an image that included a quote from Antonio Banderas: “Expectation is the mother of all frustration.” Honestly, this is true in life, in all relationships....
Sangeet Paul Choudary's picture
Sangeet Paul Choudary
User-centric firms should identify and track the core actions that can make or break their businesses. Traditionally, executives have used standard metrics, such as cash flow, inventory turns,...
Innovating Service With Chip Bell's picture
Innovating Service With Chip Bell
What if you were required to fill out an online form if you wanted the phone number or address of an enterprise with which you wanted to do business? Let’s say you were driving to a meeting at...
Mike Richman's picture
Mike Richman
QDL from Fri., Sept. 15, 2017, demonstrated that everywhere you look, you’ll find the positive effect of better quality. Here’s what we chatted about: ““U.S. Business Sectors Gain or Hold Steady in...
Michael Lee Stallard's picture
Michael Lee Stallard
Costco Wholesale moved in front of Google to earn the title of America’s best large employer this year. To determine America’s best employer each year, Statista and Forbes survey 30,000 workers at...
Innovating Service With Chip Bell's picture
Innovating Service With Chip Bell
A reputable B2B company recently received feedback indicating widespread customer concern it was not helping its customers remain on the cutting edge of their own industries. The company was so...
Mike Richman's picture
Mike Richman
On Friday, Sept. 1, 2017, QDL included news about the disaster in Texas and no apocalypse in retail, an interview covering a different approach to failure modes and effects analyses, a feature...
Thomas R. Cutler's picture
Thomas R. Cutler
  Flawless order fulfillment from a distribution center or warehouse to the customer’s door is the neglected leg of the supply chain. Ironically, without careful attention to the last mile, e-...
Dirk Dusharme @ Quality Digest's picture
Dirk Dusharme @ Quality Digest
Our August 11, 2017, episode of QDL looked at the role of technology in after-market service, stairs that help you up, Fidget Cubes, and more. “Climbing Stairs Just Got Easier With Energy-Recycling...
Innovating Service With Chip Bell's picture
Innovating Service With Chip Bell
‘How ya gonna keep ’em down on the farm after they’ve seen Paree? How ya gonna keep ’em away from Broadway, jazzin’ around and paintin’ the town?” This 1914 song by Andrew Bird was a hit as...
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...