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Customer Care Features
Customer-Centricity: What Exactly Is It?
Annette Franz
Customer-centricity flows through the veins of the organization and into everything every employee does
What to Consider When Setting Up an Online Marketplace
Nate Burke
Who is your customer? How will you manage your store?
Pull, Don’t Push: Designing Effective Feedback Systems
Knowledge at Wharton
Create feedback systems that improve, rather than diminish, performance
Respect As a Lean Agile Lens
Jim Benson
We could do with a few more conversations about respect
Taking a Qualitative Approach to a Data-Driven Market
Nate Burke
Data are great, but human judgement gives you an edge over competitors

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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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Quality Digest Live -- July 6, 2018

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