Customer Features

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...
Dirk Dusharme @ Quality Digest's picture
Dirk Dusharme @ Quality Digest
In our July 6, 2018, episode of QDL, we discuss distributed manufacturing, and distributed management. “Brother Moonshine, Sister Solution” If want to spur innovation, try moonshine. “3D Printing...
J. B. Silvers's picture
J. B. Silvers
The new healthcare venture formed by Amazon, Berkshire Hathaway, and JPMorgan Chase announced June 20, 2018, that Harvard professor and well-known author Atul Gawande would be the company’s CEO. The...
Annette Franz's picture
Annette Franz
‘Imagine for a second that you’re a human.... ” Yikes! Now there’s a crazy statement to make during a customer experience design session. However, more companies need to start thinking this way....
Bill Kalmar's picture
Bill Kalmar
If you have a smart phone, and most people do these days, you realize just how much our lives are controlled by that electronic item we travel everywhere with. There are apps on our phones that allow...
M. Berk Talay's picture
M. Berk Talay
In April, Ford announced that it will be phasing out nearly all of its passenger cars in the United States. If all goes according to plan, 90 percent of Ford’s portfolio in North America will be...
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...