Customer Care Article

Chad Kymal’s picture

By: Chad Kymal

In 2014, the International Automotive Task Force (IATF) reported that the automotive industry wouldn’t upgrade the ISO/TS 16949 standard to ISO 9001:2015, much to the dismay of Tier One suppliers. In a survey that same year, Tier One suppliers related their desire to update their management systems to ISO 9001. Additionally, they weren’t happy with the industry’s onerous customer-specific requirements.

Ruth P. Stevens’s picture

By: Ruth P. Stevens


s the document and imaging industry evolves, imaging workflows become more sophisticated, and products increase in complexity. But with innovation, the industry has faced a new problem: customer confusion. Workflow management now involves both traditional end users in the office as well as IT departments to establish the connectivity that makes these multifunctional machines most productive.

ISO’s picture


The global food industry has never faced more challenges. From tainted dairy products to contaminated beef, high-profile cases crop up regularly to dent consumer confidence, while leading companies work hard to reclaim lost faith. So how trustworthy is your food?

Knowledge at Wharton’s picture

By: Knowledge at Wharton

I t wasn’t that long ago that GM ran commercials advertising that its Oldsmobile division didn’t just produce cars for your grandfather, but also for everyone else. It was an attempt to reinvent the brand’s staid image—and it didn’t work.

Ruth P. Stevens’s picture

By: Ruth P. Stevens

As the initial wild enthusiasm for customer relationship management (CRM) begins to plateau, and companies become increasingly skeptical of inflated claims for success, it’s time to take a hard look at how CRM projects should be measured. What is “successful” CRM, anyway? How will you know it when you see it? When will your millions of dollars in CRM investments pay off?

Taran March @ Quality Digest’s picture

By: Taran March @ Quality Digest

They sound like words and have a mysterious dignity rolling off the tongue. Their meanings seem both apparent and elusive. If an alien delegation landed on Earth, words like these might feature in their formal greetings. They are the most expensively researched neologisms in use around the globe.

What are they? Pharmaceutical brand names like Advil, Zantac, Lipitor, and Xolair. Azor, Exelon, Zostavax, and Chantix. Gardasil, Cubicin, Levemir, and Sensipar.

J.D. Power and Associates’s picture

By: J.D. Power and Associates

According to the recently released J.D. Power 2016 Member Health Plan Study, critical factors of health plan member satisfaction are highest in areas of the country that have more competition between different health plans.

Knowledge at Wharton’s picture

By: Knowledge at Wharton

Today, design has a seat at the table. With the success of products like the iPod and the iPhone, businesses have realized that a good user experience is key for improving the bottom line. Yet even with this determined focus on design, most digital experiences fall short of user expectations.

American Customer Satisfaction Index ACSI’s picture

By: American Customer Satisfaction Index ACSI

Two years removed from its all-time high, customer satisfaction with the retail trade sector fell for a second consecutive year, sliding 2.6 percent to an ACSI score of 74.8. Despite the decline for 2015, the overall score for retail stands almost exactly at its long-term average (74.6).

Joerg Niessing’s picture

By: Joerg Niessing

I’ve noticed that many companies are using the trendy term “digital transformation” without fully understanding what it means. Leveraging digital technology to make organizational processes and offerings more efficient may increase profit margins in the short term. But a true digital transformation confers lasting advantage by revolutionizing the entire customer experience across all digital touchpoints.

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