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.

Two words no manufacturing organization wants to hear: product recalls. By their very nature, product recalls are unpredictable events.

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.

I’m pinch-hitting for my co-host Mike Richman in the wrap-up of this past Friday’s episode of Quality Digest Live. Mike was off on vacation last week, so I presented the show myself.

On Friday’s show, we covered:

For FDA professionals focused on drug quality and safety, the rapid increase in imported drugs from nations where we devote limited inspection resources is of great concern.