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Word-of-Mouth Marketing: How to Radically Boost Success
Knowledge at Wharton
Companies can benefit themselves if they bring out the altruistic side of their consumers
The Secret Sauce to Achieve Outcomes With Journey Mapping
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You can’t transform what you don’t understand
Driving B2B Digital Transformation With a Customer Focus
David Dubois
Create a competitive advantage by tailoring technology to customer relationships
Using Data Science to Optimize Inventory in Retail
Alex Bekker
Give customers what they want, keep storage costs under control
You Aren’t Journey Mapping
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You may think you are, but most are probably not

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Customer Care News
Inside Quality Digest Live for August 3, 2018
The FDA wants medical device manufactures to succeed, new technologies in supply chain managment
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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