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This Week in Quality Digest Live
Customer Care Features
Innovating Service With Chip Bell
Beware of using paradigm-colored glasses to view customer engagement
Brandon McFadden
Consumers will become ever-more mystified about what’s on a label
Christopher Martin
The hardware fault that should have brought down a Microsoft brand… but didn’t
Kristine Bammert
Once destroyed, customer trust may never recover
Bill Kalmar
Why is it easier to learn the location of a missile silo than a customer service agent?

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Customer Care News
Chick-fil-A leads; Chipotle Mexican Grill stabilizes
Consolidated Edison posts large gain; patient satisfaction is stable
Partnership for a Cleaner Environment (PACE) program has grown to more than 40 suppliers in 40 countries
Trader Joe’s tops supermarkets; Home Depot overtakes Lowe’s
TVs and video players lead the pack, with internet services at the bottom
AIAG’s director of corporate responsibility comments on impact of new ethics language in upcoming IATF 16949
Good news for Detroit
The Baldrige Criteria for Performance Excellence can help
ISO/PC 303 project committee will provide international benchmarks to reduce purchasing risks

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