Iam often asked by customer service leaders how to get the CEO to care about customers. They are convinced there is a missed tactic that, if implemented, would have the C-suite camping out in the contact center and inviting customers to board meetings.

One of the technologies driving Industry 4.0 is artificial intelligence (AI), and AI is enabling massive change in manufacturing. It is also revolutionizing the smart manufacturing supply chain as well.

I was fortunate enough yesterday to get my second Covid-19 vaccine. It was a giant relief, one that more than compensated for 24 hours of arm soreness.

When I was 13, I had dreams of being a rock and roll star. For my birthday, I asked my parents for a guitar, and lessons to play it. My parents hired a staid instructor, and I was uninspired by the folk tunes she was teaching me.

Quality managers have a problem. The success of their quality program hinges on one thing. It’s not KPIs, and it’s not methodology. It isn’t even employee engagement or customer satisfaction. The one thing a quality manager needs most is leadership buy-in. 

‘For sale: 3 bd, 2 ba, 1,407 sq ft home in Riverhead, NY,” the groundbreaking listing on Zillow reads. “Own a piece of history!

To many, the world of production and manufacturing is a mystery.

All my life, I thought leaves departed trees in the fall because they got too old to hang onto the branch and gravity bested their grasp. It does not work that way. Trees literally release their leaves from the limb.

Ever notice how some people always get the best table, the upgraded room, or the best cut of meat at the market? Great customer service is not an accident. Those who are served well follow a recipe that turns even a cold initial encounter into a warm one.