Customer Care Article

Mike Richman’s picture

By: Mike Richman

Our most recent episode of QDL from Friday, Sept. 29, 2017. featured news, technology, and two great interviews. Let’s have a closer look:

Patricia Morrill’s picture

By: Patricia Morrill

Do all employees in healthcare understand how their jobs link to patients in some way? If they do, then they are more likely to know the importance of service excellence.

American Customer Satisfaction Index ACSI’s picture

By: American Customer Satisfaction Index ACSI

Dirk Dusharme @ Quality Digest’s picture

By: Dirk Dusharme @ Quality Digest

Our Sept. 22, 2017, episode of QDL was decidely techie, covering artifical intelligence, the internet of things, Manufacturing Day, and a cool color-matching tool that uses your smart phone.

Manufacturing Day preview

Sangeet Paul Choudary’s picture

By: Sangeet Paul Choudary

User-centric firms should identify and track the core actions that can make or break their businesses.

Traditionally, executives have used standard metrics, such as cash flow, inventory turns, and operating income, to get a broad sense of the health of their firm. However, the game has changed with the rise of digital business models centered on the user. New metrics need to be devised based on the core user actions that drive value creation in such models.

Mike Richman’s picture

By: Mike Richman

QDL from Fri., Sept. 15, 2017, demonstrated that everywhere you look, you’ll find the positive effect of better quality. Here’s what we chatted about:

“U.S. Business Sectors Gain or Hold Steady in Public Esteem”

Mike Richman’s picture

By: Mike Richman

On Friday, Sept. 1, 2017, QDL included news about the disaster in Texas and no apocalypse in retail, an interview covering a different approach to failure modes and effects analyses, a feature article on consumer views about for-profit social-benefit enterprises, and a great new Tech Corner demo. Here’s a closer look:

Thomas R. Cutler’s picture

By: Thomas R. Cutler


Flawless order fulfillment from a distribution center or warehouse to the customer’s door is the neglected leg of the supply chain. Ironically, without careful attention to the last mile, e-commerce customers are disappointed with the quality, accuracy, and condition of the products being delivered. Although tablets and mobile devices can provide the needed visibility, they are relatively new to the most important part of the supply chain: last-mile delivery.

Dirk Dusharme @ Quality Digest’s picture

By: Dirk Dusharme @ Quality Digest

Our August 11, 2017, episode of QDL looked at the role of technology in after-market service, stairs that help you up, Fidget Cubes, and more.

“Climbing Stairs Just Got Easier With Energy-Recycling Steps”

These stairs actually help you go up.

Gary Brooks’s picture

By: Gary Brooks

With the durable goods markets in flux—new orders rose 0.7 percent in March 2017, after declining as low as 4.7 percent just a few months prior—manufacturers are seeking alternate sources of revenue and profit. After-sales service, or the service delivered after the initial sale of a new product, is helping manufacturers do just this.

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