Why Employee Freebies Are Bad for Quality
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Employees should experience their company the same way customers do
Credit: KOMU News
Book Review: <em>Kaleidoscope</em>
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Delivering innovative service that sparkles
Coffeepots and Tires
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Coffee pots and tires stand out as icons of heresy against designed obsolescence.
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.
Do You ‘Buy American?’ Why?
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Manufacturers in many sectors are innovating to make high-quality products with less labor.
Staying Ahead of the Competition
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Image courtesy of vigdor
Reflections on Customer Experience in the 21st Century
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.
Seven Strategies for B2B Customer Retention
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Credit: mikeg44311
Avoiding and Managing Product Recalls
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Safe products are good for the consumer, good for the manufacturer.
Credit: Jim Makos
Two words no manufacturing organization wants to hear: product recalls. By their very nature, product recalls are unpredictable events.
Loyalty Lore and Truisms
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There are a lot of obstacles between you and customer loyalty
Credit: Ron Ploof
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.