Years ago—actually nine years ago, in February 2015—I wrote about “The 7 Deadly Sins of Customer Experience.”

Although quality management has been around in some form or another for thousands of years—a cover of Joseph Juran’s Quality Handbook depicted Egyptians making very precise measurements for the construction of pyramids—this article will show that quality is

To address shrinkflation, by July 1, 2024, stores in France will have to put warning notices in front of all products that have been

‘I understand your frustration.” Really? My bank account is overdrawn. I’ve bounced two checks, and it’s because you made a mistake. Unless you’re also having fees charged to your account, I’m not feeling it.

‘She wanted to return a cake that was almost gone. How bad could it have been? Normally, if something is spoiled or not up to standards, it’s returned almost intact. This thing was a pile of crumbs.

When it comes to customer service, few companies do it better than the UPS Store, Chick-fil-A, and REI.

Although a fix-it-the-first-time approach may be the gold standard of customer service, addressing potential issues before they materialize is the true mark of an exemplary user experience.

“I don’t understand. This hotel has no restaurant, no concierge, and no valet. It’s not at all what I expected. The place had no standards.”—Guest at a roadside motel

Starbucks’ implementation of artificial intelligence coffee makers¹ offers a simple and ideal case study that can illustrate the synergy between efficiency, wages, profits, and inflation.

‘Who designed this convoluted process? A monkey could have done a better job.”