Customer Features

Anonymous's picture
This is supposed to be trade-show season. The time when companies send their employees to industry tech shows and user-group meetings to see and experience the latest offerings in their field. A time...
Kevin Meyer's picture
Kevin Meyer
A couple weeks ago a consultant friend of mine, who coincidentally focuses his practice on lean in healthcare, was complaining about issues with his healthcare providers. It’s a story we hear often:...
Rupa Mahanti's picture
Rupa Mahanti
We are currently living in the digital age and are drowning in an ocean of data. Organizations have a large number of data entities and data elements, and a large volume of data corresponding to the...
Ian Golding's picture
Ian Golding
During the last five years, a small number of organizations have been featured multiple times in my writing. In the vast majority of cases, I have used these businesses as a way of bringing to life...
Jim Benson's picture
Jim Benson
‘It’s the shoes!” Spike Lee yelled into the camera on the Air Jordan ads. But it was never the shoes. Michael, Magic, and LeBron would have outplayed their leagues in golf cleats. It was never the...
Michael Baxter's picture
Michael Baxter
You would expect a building where vinegar is made to have a sour smell, highly pungent, perhaps with a whiff of apple. World Technology Ingredients (WTI) smells nothing like this. Their manufacturing...
Knowledge at Wharton's picture
Knowledge at Wharton
Have you heard of a media company called T-Series? Chances are, you probably haven’t. Gulshan Kumar, whose résumé up to 1983 read, “Fruit juice seller, streets of New Delhi,” founded it that...
Clinton Ballew's picture
Clinton Ballew
Legislative support is growing for the reimbursement of care delivery via telemedicine. The Centers for Medicare and Medicaid Services (CMS) and the Office of Inspector General have recently made...
Patrick Moorhead's picture
Patrick Moorhead
According to the Journal of Consumer Research, a high price indicates either bad value or good quality, whereas a low price indicates either good value or poor quality. At the heart of this...
Vaishali Gopi's picture
Vaishali Gopi
Data, analytics, surveys, IoT, artificial intelligence, and automation are the leading buzzwords in retail and customer service. But what is the point of having all these data about our customers?...
Dirk Dusharme @ Quality Digest's picture
Dirk Dusharme @ Quality Digest
What a year. No matter your job, your industry, or your political beliefs, this year has been a heck of a ride. The (still ongoing) trade war with China, manufacturing gains (and losses), the 737 MAX...
Anonymous's picture
Quality Digest
As usual with Quality Digest’s diverse audience, this year’s top stories covered a wide range of topics applicable to quality professionals. From hardware to software, from standards to risk...
William A. Levinson's picture
William A. Levinson
How will the United States’ withdrawal from the Paris Agreement affect greenhouse gas emissions? Quality Digest editor in chief Dirk Dusharme and Mike Richman, principal at Richman Business Media...
Emily Safrin's picture
Emily Safrin
When Scarlett hung up the phone, she was close to tears. Even more unexpectedly, so was the customer service representative on the other end. How did a seemingly simple inquiry end in two people so...
Mark Rosenthal's picture
Mark Rosenthal
I was sitting in on a conversation between a continuous improvement manager and the operations manager the other day. The operations manager was asking for help developing good leader standard work...
Paul Laughlin's picture
Paul Laughlin
What tools should data analysts have in their toolbox? It’s a broad question and one with diverging views. So, I am delighted to welcome back a guest blogger who doesn’t shy away from...
Pavel Kireyev's picture
Pavel Kireyev
Good salespersonship is a species of street smarts. It’s about quickly sizing up your customers and pitching your wares in terms that reverberate with their unspoken needs and desires. As artificial...
Steven Brand's picture
Steven Brand
The food industry is evolving rapidly, with consumers demanding quality, authenticity, and transparency from food manufacturers. And they’re not just demanding it; they’re “voting with their dollars...
Jim Benson's picture
Jim Benson
Editor’s note: Read episode two in the Respect for People series here. I was standing in a back room of the Honolulu Museum of Art that was off limits to the public. In this one room, protected from...
Annette Franz's picture
Annette Franz
I write about organizational culture and core values quite often. One of my most recent articles on this topic was about whether employees believe in their companies’ core values. I shared...