When I go to customer experience conferences, B2B companies are underrepresented, both in attendees and speakers. When clients look for benchmark data, B2B reports are few and far between.

Ask how you can help, always keep a smile, respond to requests promptly... the list goes on. You’ve probably been exposed to an abundance of tips and tricks about how to become more customer-friendly.

Technology is a useful tool in quality. That said, there are limits to what technology can do. Here’s my summary of its advantages and disadvantages for quality professionals.

What happens when we really understand our customers’ desired outcomes or the jobs they are trying to do? Something pretty incredible.

This month Quality Digest Daily welcomes Michael Webb, a noted author and consultant who writes about how the quality and productivity sciences improve sales and marketing departments.

Having recently bought some furniture at a big box store, I couldn’t help seeing these three dreaded words were boldly printed on the outside of the carton: “Some Assembly Required.”