David Sefcik
Believe it or not, I love to grocery shop. Besides getting to pick all my favorite foods, I love the challenge of getting the best deals—and a challenge it can sometimes be. Without a doubt, I have...
Annette Franz
How well does your decision-making process work for you? Are you able to go from decision to solution to action with ease?
This is the second part of my two-part series on Peter Drucker’s five...
Arun Hariharan
A mobile services company provides free mobile services to its employees. The employees never receive a bill for voice or data services. If an employee faces a problem, he just talks to a colleague...
Mike Richman
If there’s one thing that separates those who do things in an average way and those who do those same things in an extraordinary way, it’s passion. This sense of intense interest, excitement, and...
Ryan E. Day
Coffeepots and tires. All products should be built like coffeepots and tires. Awash in a sea of disposable products, these two durable goods stand out as icons of heresy against designed...
Dirk Dusharme @ Quality Digest
‘Made in the U.S.A.” Do people really care about those words on the label, and more important, how motivated are they to buy American-made products? The answer is yes... and sort of. Yes, consumers...
Annette Franz
Do you know what it takes to stay ahead of the competition? Is that one of your business goals? Recently I was interviewed by someone for an article she was writing, and one of the questions was...
Innovating Service With Chip Bell
When the circus ringmaster wails, “...and children of all ages,” he is speaking to me. I love the circus. When it came to my rural hometown when I was a boy, it was an all-consuming experience that...
Ryan E. Day
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.
I’m not...
Ruth P. Stevens
Business marketers have much to gain from retention marketing. Business customers tend to be fewer in number, and each is more valuable—meaning you can’t afford to lose even one. But how do you...
Thomas R. Cutler
Two words no manufacturing organization wants to hear: product recalls. By their very nature, product recalls are unpredictable events.
The cost to a company transcends potentially expensive...
Jerry W. Thomas
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...
Dick Wooden
First of all, what does it mean to be orphaned by your customer relationship management (CRM) vendor? In short, it means that your CRM vendor sold you on a CRM product and for one reason or another...
Annette Franz
This is part two of a two-part series on my discussion with Tangerine Bank CEO, Peter Aceto. I left off on part one of my conversation questioning why so many leaders still don’t get the importance...
Dick Wooden
There are various phases to consider when focusing on a business strategy for customer relationship management (CRM). An initial phase is creating a vision of a better future with a customer-...
Kyle Pheland
Change is inevitable in every organization. Planned or not, forces inside and outside the enterprise can sometimes encumber a workforce and lead to nonvalue-added processes. Growing spurts, major...
Innovating Service With Chip Bell
It started out as a lackluster taxi ride from the airport to the hotel. But it turned regal and elegant the second I hailed the next taxi as I exited Charlotte Douglas Airport. The Crown Cab that...
Kara Baskin
Care.com co-founder Donna Levin played a key part in that company’s growth, and the passion was personal. Levin’s work plans were curtailed when her son was 11 weeks old and had a seizure following...
American Customer Satisfaction Index ACSI
(ACSI: Colorado Springs, CO) -- Customer satisfaction with banks is up, according to the American Customer Satisfaction Index (ACSI). Its recent report covers the finance and insurance sector,...
Mike Richman
My colleague and buddy, Christopher Martin, is an unsung hero here at Quality Digest. Few of our readers know him, but all our advertisers do, because he’s the guy who keeps them happy.
In...
