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This Week in Quality Digest Live

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Customer Care Features
The Season of Customer Imagination
Innovating Service With Chip Bell
When customers release their imagination to resolve a problem, everyone benefits
What’s the Secret to a Great Customer Experience?
Annette Franz
Give ‘em the pickle!
Why Customers Dump You and How to Avoid Risk-Taking Mistakes
Kate Zabriskie
Actually, it is you
How to Get Really Great Customer Service
Innovating Service With Chip Bell
The first 10 seconds are vital to shaping the reception you are likely to get
The Butterfly Defect
Ryan E. Day
Do you know the true cost of your defects?

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Customer Care News
Study Finds Quality Shifting From Operational Compliance to Strategic Business Driver
Good quality is adding an average of 11 percent to organizations’ revenue growth
Restaurants Lose Customer Satisfaction to Fast Food
Chick-fil-A leads; Chipotle Mexican Grill stabilizes
New Customer Satisfaction Results for Utilities, Healthcare, Consumer Shipping
Consolidated Edison posts large gain; patient satisfaction is stable
Ford Suppliers Showcase Environmentally Friendly Manufacturing
Partnership for a Cleaner Environment (PACE) program has grown to more than 40 suppliers in 40 countries
ACSI: Retailers Improve Customer Satisfaction Amid Store Closings
Trader Joe’s tops supermarkets; Home Depot overtakes Lowe’s
ACSI: Higher Satisfaction for Nondurable Goods and Everyday Items
TVs and video players lead the pack, with internet services at the bottom
Ethics Requirements Now Included in Global Automotive Quality Standard
AIAG’s director of corporate responsibility comments on impact of new ethics language in upcoming IATF 16949
ACSI: Car Buyer Satisfaction Rises
Good news for Detroit
Effective Use of Social Media
The Baldrige Criteria for Performance Excellence can help

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Dutch Toolmaker Wins for Smallest Measured Component

Video Information

We talk with tookmaker and metrologist Nobby Assman, one of the winners of Zeiss's 2020 Measuring Hero Championship in the category Outstanding Application—Smallest Measured Component. How do you measure something really small? Really carefully.

Assman Verspaningstechniek website: http://www.verspaningstechniek.nl/over-assmann

Zeiss Measuring Hero Challenge: https://www.zeiss.com/metrology/campaigns/measuringhero.html

 
 

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