Coffeepots and tires. All products should be built like coffeepots and tires. Awash in a sea of disposable products, these two durable goods stand out as icons of heresy against designed obsolescence.

Is it just me, or does it seem like businesses are actually trying to outdo each other in poor customer experience? Now, I don’t want to be misunderstood, so let me be as clear as I can.

Two words no manufacturing organization wants to hear: product recalls. By their very nature, product recalls are unpredictable events.

The many “truisms” of customer loyalty lore are mostly a set of mythologies to deceive the gullible and exploit the innocent. Let us explore these mythologies and then talk about best practices for customer satisfaction and customer loyalty research.

First of all, what does it mean to be orphaned by your customer relationship management (CRM) vendor? In short, it means that your CRM vendor sold you on a CRM product and for one reason or another forgot about you. Are you feeling left behind?