Customer Features

Annette Franz's picture
Annette Franz
I’ve written previously about 11 myths and mistakes about journey mapping, but I should add one more myth, which is really the umbrella myth that likely encompasses all the others: Journey mapping is...
Innovating Service With Chip Bell's picture
Innovating Service With Chip Bell
I recently had eye surgery that required me to sleep on my back for two weeks following the operation. I have always slept on my side, ever since I was a kid. My back-sleeping attempts are so...
The Un-Comfort Zone With Robert Wilson's picture
The Un-Comfort Zone With Robert Wilson
Last year I was invited to give a lecture on critical thinking to the U.S. Navy. I opened my presentation with a story I’d read in Reader’s Digest magazine as a child. It’s an old story you may have...
John Bell's picture
John Bell
To most of us, the phrase “work that matters” infers job satisfaction. The outcome is lower stress, lower turnover, and higher productivity—in business, a win-win for employees, customers, and...
Dirk Dusharme @ Quality Digest's picture
Dirk Dusharme @ Quality Digest
In this episode we look at a history of quality, how you serve your customer in the housing industry, and what makes a good review. “Young couples ‘trapped in car dependency’” Building entry-level...
Tom van Laer's picture
Tom van Laer
Whether you are booking a hotel room, choosing a restaurant, deciding on what movie to see, or buying any number of things, it is likely you have read online reviews before making your decision....
Annette Franz's picture
Annette Franz
Traditionally, managers have relied on the annual performance review to provide employees with feedback. However, surveys indicate employees don’t find the process valuable. Simply meeting...
Dirk Dusharme @ Quality Digest's picture
Dirk Dusharme @ Quality Digest
In this episode we look at data, data, more data, and then... engineering the perfect human? “Your Data Are Your Most Valuable Assets” Just what the heck is Quality 4.0? Remember this acronym: CIA...
Rip Stauffer's picture
Rip Stauffer
I must admit, right up front, that this is not a totally unbiased review. I first became aware of Davis Balestracci in 1998, when I received the American Society for Quality (ASQ) Statistics Division...
Mike Richman's picture
Mike Richman
With more than 110,000 expected attendees, IMTS is Chicago’s hottest suburb this week. (I like to refer to it as “Manufactureville.”) Here’s what we covered during our second show of the week, from...
Jesse Lyn Stoner's picture
Jesse Lyn Stoner
Mary Parker Follett, a pioneering business consultant, was asked to help a troubled window shade company. The company’s thinking was narrow and limited. When asked to define their business, they said...
Mike Richman's picture
Mike Richman
If you want to keep stretching and improving, you’d better get comfortable with the discomfort of change. People have been saying that for decades, yet each time we successfully adjust to new...
Annette Franz's picture
Annette Franz
Is there a link between corporate culture and the bottom line? In a nutshell, yes. Corporate culture is linked to so many business decisions and business outcomes, you might be surprised. Today’s...
Katie Takacs's picture
Katie Takacs
As a consumer, it’s nearly impossible to get away from videos, advertising or otherwise. To give you a numeric sense of our collective obsession with online moving images: Since last year, YouTube...
Innovating Service With Chip Bell's picture
Innovating Service With Chip Bell
Standing in the gate area of Delta Airlines at the Dallas/Fort Worth (DFW) International Airport, I was watching the monitor to learn if my name appeared on the “upgrade to first class” list....
Caroline Preston's picture
Caroline Preston
Editor’s note: This story is part of Map to the Middle Class, a Hechinger Report series looking at the good middle-class jobs of the future and how schools are preparing young people for them. The...
Patrick Mork's picture
Patrick Mork
Whether you work for a startup or a large company, there have never been so many metrics to help you understand how your business is doing. But I would argue that one metric rules them all: the net...
Jeff Dewar's picture
Jeff Dewar
‘There’s nothing we can do about it.” In a customer service situation, those words are equivalent to “buzz off” (or worse). Here’s what customer service managers, from healthcare to...
Tara García Mathewson's picture
Tara García Mathewson
Some of the most celebrated education reform efforts today serve to make instruction more difficult. Personalized learning, project-based learning, mastery-based learning—they all require more work...
Aiman Sakr's picture
Aiman Sakr
Does your organization benefit from lessons learned? Does it learn from previous quality issues? A vast amount of learning takes place every day in every manufacturing facility. Do global...