Customer Care Article

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.

Ruth P. Stevens’s picture

By: Ruth P. Stevens

As marketing advances, most professionals are well aware by now of the importance of retention and reactivation in optimizing the value of the customer base. The facts are clear: We know that it costs far less to reactivate a dormant customer than to acquire an entirely new one; we know that recent activity is a powerful indicator of customer lifetime value; and we know that investments in retention marketing deliver the highest ROI of any strategy.

Multiple Authors
By: Mark Lee Hunter, Luk Van Wassenhove, Maria Besiou

American Customer Satisfaction Index ACSI’s picture

By: American Customer Satisfaction Index ACSI

Customer satisfaction with subscription television is down 1.5 percent to a score of 64 (on a 1–100 scale), tied with internet service providers for last place among 43 industries tracked by the American Customer Satisfaction Index (ACSI). New ACSI results show that wireless service is the only telecom industry to improve. Internet service providers, fixed-line telephone, and cell phones are unchanged, while pay TV is the only industry to deteriorate.

Rob Mitchum’s picture

By: Rob Mitchum

People have touted the potential of big data and computation in medicine for what feels like decades, promising more effective and personalized treatments, new research discoveries, and smarter clinical predictions. But only recently have these technologies made it to the clinic, where they can actually improve patient care.

American Customer Satisfaction Index ACSI’s picture

By: American Customer Satisfaction Index ACSI

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