Customer Features

Dick Wooden's picture
Dick Wooden
Iran across the book, Successful Human Relations: Principles and practice in business, in the home, in government (Harpercollins, 1952) while browsing older books about relationship development...
Innovating Service With Chip Bell's picture
Innovating Service With Chip Bell
The 1962 film, Lawrence of Arabia, won the Oscar for Best Picture at the 35th Academy Awards. Given the current conflicts in the Middle East, I recently watched the four-hour movie to learn more...
Ken Voytek's picture
Ken Voytek
Without manufacturing, the room where you make dinner would be rather stark and barren. There’d be no pots, no pans, no stoves, no spatulas, no appliances—big or small. There’d be no way to prepare...
Doug Surrett's picture
Doug Surrett
The importance of supply chain solutions relative to a company’s efforts to maintain and improve quality are almost impossible to underplay. When enacting quality improvement programs, any company...
Bruce Hamilton's picture
Bruce Hamilton
Last month I joined Eric Buhrens, CEO at Lean Enterprise Institute (LEI), to host a leadership team from Tel Aviv’s Sourasky Medical Center. They were on a study mission to many of Boston’s fine...
Taran March @ Quality Digest's picture
Taran March @ Quality Digest
Supply chains’ last-mile delivery has become the new Pony Express. Like that famous but short-lived courier service, the global supply chain is focused on completing the final segment between...
Christopher Martin's picture
Christopher Martin
A couple months back I stopped at a local fast-food place for a quick kid’s meal (not for me) after picking up one of my little ones from school. Inside, we were greeted by an employee in an...
Ruth P. Stevens's picture
Ruth P. Stevens
In business-to-business (B2B) direct marketing, I’m often asked about what kind of response rates to expect about the most productive media channels, the best lists, the best time to conduct a...
Hilke Plassmann's picture
Hilke Plassmann
The rise of neuromarketing has already begun to provide companies and researchers with greater insight into consumer behavior than consumers themselves are capable of giving. Neuromarketing tools...
Annette Franz's picture
Annette Franz
I had another column in the hopper, but when this article came across my desk, followed by a phone conversation with Bob Chapman, I knew I needed to write something different, something that is top...
Rob Matheson's picture
Rob Matheson
Carrying your smartphone around everywhere has become a way of life. In doing so, you produce a surprising amount of data about your role in the economy—where you shop, work, travel, and generally...
Dirk Dusharme @ Quality Digest's picture
Dirk Dusharme @ Quality Digest
In our April 13, 2018, episode of QDL, we talked about anti-hacker robots, data privacy, and new product introduction. “HoneyBot Lures in Digital Troublemakers” MIT nerds come up with a tasty target...
Dirk Dusharme @ Quality Digest's picture
Dirk Dusharme @ Quality Digest
On April 10, 2018, Facebook co-founder and CEO Mark Zuckerberg testified before Congress regarding the unauthorized sharing of 87 million Facebook users’ personal data, vacuumed up by data research...
Quality Transformation With David Schwinn's picture
Quality Transformation With David Schwinn
After my recent extended illness, I was surprisingly shocked to reemerge into organizational life in its broadest terms. Frequently, I engaged in the organizational lives of my students, my friends,...
Debashis Sarkar's picture
Debashis Sarkar
The cheating at Kobe Steel shook not just Japan but the entire manufacturing world. As Kobe Steel CEO Hiroya Kawasaki revealed, about 500 companies had received its falsely certified products,...
Innovating Service With Chip Bell's picture
Innovating Service With Chip Bell
The coolest birthday present I ever received was a gift from my wife a number of years ago; it was a white 1962 Mercedes-Benz 220 sedan reasonably well-restored. But the classy antique car, with...
Annette Franz's picture
Annette Franz
Do you feel like you’re not making the progress in your customer experience (CX) transformation efforts that you thought or hoped you would by now? You started years (not months—it’s a journey)...
Curt Redden's picture
Curt Redden
We all seem to get it by now—more engaged employees perform at a higher level. The organizations that get their strategy right in this area provide a superior customer experience, have lower levels...
Willie L. Carter's picture
Willie L. Carter
What differentiates a lean-thinking organization from a traditional one? Basically, the lean-thinking organization is grounded in the answers to two simple questions: “What do my customers value?”...
Stephen McCarthy's picture
Stephen McCarthy
Cost of quality (CoQ) is certainly not a new topic. It was first described in 1956 by American quality control expert Armand V. Feigenbaum in a Harvard Business Review article. As you likely...