John Courtney
Customers are the lifeblood of any business. Without them, there would be no profits to distribute, no people to serve, and no reason to continue operating. To keep your business running on a path to...
Alixandra Barasch
If you’ve ever played Wordle, learned a new language on Duolingo, or worked out with Peloton, you may be familiar with daily app notifications that nudge you to keep at it—or risk breaking a streak...
Elizabeth Gasiorowski Denis
Have you ever tried switching bank accounts online, only to end up feeling confused by the technology? If so, you’ve been a vulnerable consumer. Consumer vulnerability is fluid and dynamic, and we...
Tamara Sheldon
As an environmentalist who totes kids around town, I would love to buy an electric car. But here in South Carolina, the cheapest electric vehicles (EVs) are at least three times as expensive as my...
Kate Zabriskie
‘They’re here, but they’re not here. My staff isn’t committed, and it’s obvious to me and our customers. We’re in trouble.”
“To say that initiative is lacking is an understatement. My staff doesn’t...
Kevin Ketels
The conditions that led to a shortage of baby formula were set in motion long before the February 2022 closure of the Similac factory tipped the U.S. into a crisis.
Retailers nationwide reported...
Katarina Bennich
Ever found yourself hitting the wrong button and then flipping through the manual in a frenzy, trying to figure out how to get that thing to stop doing what it’s doing? If your answer is yes, you’ve...
Lisa Apolinski
The pandemic arrived and brought with it many new and surprising changes in how companies do business. One of the most interesting, and most impactful, changes for organizations has been how...
Knowledge at Wharton
More than a half-million healthcare workers in the United States have quit their jobs in recent months, driven to the breaking point by the Covid-19 pandemic. But greater use of technology could help...
Sowmya Juttukonda
By 2035, artificial intelligence (AI) is expected to increase business productivity by up to 40 percent. It’s already a part of people’s daily lives and its use is only expected to increase to solve...
William A. Levinson
Ryan Day1 describes how the rise of independent auto dealers is a “gray swan” event for the automobile industry. This was not only bound to happen, as observed by the author, but also long overdue....
Bill Kalmar
For years, when I was the director of the Michigan Quality Council during Gov. John Engler’s administration, we reviewed businesses across the state and looked for world-class service. What we found...
NIST
As a step toward improving our ability to identify and manage the harmful effects of bias in artificial intelligence (AI) systems, researchers at the National Institute of Standards and Technology (...
NIST
Whether it’s bananas, olives, potato salad, or cereal, many products are priced according to their weight. That weight is likely determined on a scale tested and certified by a specially trained...
Adam Zewe
Multiple programs running on the same computer may not be able to directly access each other’s hidden information. But because they share the same memory hardware, their secrets could be stolen by a...
Adriana Lynch
If there’s anything the last decade has taught us—and the Covid-19 pandemic has punctuated in grand fashion—it’s that businesses must get digital or they may become invisible. Branding, formerly an...
Ryan E. Day
Chickens come home to roost, and canaries meet their demise in coal mines. But hey, we knew there was a high probability of each happening eventually, right? However, when a black swan shows up with...
Innovating Service With Chip Bell
It all started when we drove up to the speaker menu at a quick-service restaurant. “Can I take your order?” the attendant coldly barked. When my wife, on hearing the deep voice of the attendant,...
Josh Wilson
Paraphrasing Winston Churchill, Rahm Emanuel, a former White House chief of staff and Chicago mayor, famously quipped that you never want a serious crisis to go to waste. Few of us will face the...
James Wells
The ISO 9001 standard talks about the relationship between the company and the customer in a couple of places. First is management’s responsibility to make sure that customers’ needs are a top...
