Customer Care

In 1978, inventor Thomas Jake Lunsford patented a new form of plastic packaging and unknowingly triggered the ire of hundreds of millions of consumers.

For most of 2021, roughly 4 percent of the retail workforce has quit every month; in June alone 632,000 workers quit their retail

I was recently on a trip to visit a manufacturing facility for one of our clients. My connecting flight didn’t arrive on time, which delayed my arrival and put me on a tight schedule.

Necessity is the mother of invention. And few things are more necessary to the success of an organization than customers. Leave that thought on the page, and we will return to it shortly.

The past 18 months have presented unimaginable challenges for many businesses seeking to stay afloat in times of crisis.

Travel and tourism took a beating during the Covid-19 pandemic, with borders closed, airlines grounded, and many establishments shut for months.

How many of us remember walking into a holiday gift shop when younger (and before a global pandemic put a stop to the H word), and eagerly searching for a fridge magnet, mug, or pencil inscribed with our name?

Total quality management (TQM) was in vogue during my undergraduate years and early career in industrial engineering. The United States was catching up to the Japanese in manufacturing production as their Toyota vehicles outperformed our Fords.