Customer Features

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...
Søren Block Olsen's picture
Søren Block Olsen
Manufacturers face constant challenges of rising expectations as customers and regulators demand better quality and greater traceability throughout the supply chain. Exacerbating matters are...
Annette Franz's picture
Annette Franz
Being a customer experience (CX) professional is hard enough; misinformation just makes our work more challenging. Misinformation or confusing information by a person with a ton of followers and a...
Annette Franz's picture
Annette Franz
You’re listening to customers. You’re combining their feedback with those bread crumbs of data that they leave with every transaction and interaction with your brand. You’ve developed customer...
Barnaby Lewis's picture
Barnaby Lewis
Put in the terms of this article’s title, most of us would run a mile, whatever the proposition. But the popularity of online reviews, and the trust we place in persons unknown when making major...
Knowledge at Wharton's picture
Knowledge at Wharton
A recent family biking vacation in the Dolomites region of Italy had my family and I all swept up in the charms of Northern Italy. Snow-capped peaks near the Austrian border, endless apple orchards,...
Annette Franz's picture
Annette Franz
There’s a lot of bad press out there about journey mapping. And there’s a lot of bad journey mapping (or what people think is journey mapping). A few months ago, I shared my six-step...
David Dubois's picture
David Dubois
Faced with a growing range of tech solutions in marketing, from AI to big data to blockchain, business-to-business (B2B) companies too often choose the status quo. Recent evidence suggests the divide...
Alex Bekker's picture
Alex Bekker
Do you know what a retailer and a tightrope walker have in common? They both have to balance. For the tightrope walker, the logic is clear. But what’s the balance that a retailer is looking for? A...