Ryan E. Day
‘Would you care to participate in a quick survey to help us serve you better?” I suppose many people enjoy filling out surveys—their chance to sound off and all that. Personally, it’s not my...
Annette Franz
Do you know the moments of truth for various tasks customers attempt to achieve with your organization? Before you can know or identify your moments of truth, you must first know what that means....
Annette Franz
In the world of customer experience, what’s the difference between outside-in and inside-out?
Inside-out thinking means your focus is on processes, systems, tools, and products that are designed...
Annette Franz
One of the arguments against journey mapping I often hear is that it’s an exercise in futility. You map. You put it on the wall. Nothing changes. To that I answer, “You’re doing it all wrong.”
You...
Ryan E. Day
“We don’t have any binder full of best practices for you. You are it. If you don’t want to change the world—go home.” —Brett Wheatly of Ford Motor Co., to the first candidates for coaches of the...
Joan Mattson
Increasing product recalls, regulatory fines, and penalties have made product-safety compliance a top priority for many manufacturers. The Consumer Product Safety Improvement Act (CPSIA) and other...
American Customer Satisfaction Index ACSI
The national customer satisfaction benchmark improved during the fourth quarter of 2012, rising 0.5 percent to an American Customer Satisfaction Index (ACSI) score of 76.3 on a scale of 0 to 100....
Knowledge at Wharton
In a world of endless information sharing, consumers have become the product. Platforms such as Google, Facebook, Foursquare, and Twitter are the new factory floor, and online users who leave...
Michael Lowenstein
There is a strong recognition that customer service is especially important in the branded experience. Service is one of the few times that companies will personally interact with their customers...
Michael Lowenstein
The word “advocate” has French and Latin origins. It has multiple applications, including legal, political, social care, and marketplace. It is the marketplace applications where the business,...
Laurel Thoennes @ Quality Digest
“What makes a personal kanban any better than a to-do list?” asked Julie, crossing out a completed task on her “ta da!” list with exaggerated strokes.
“With personal kanban you visualize your work,...
Raissa Carey
As in any good relationship, open communication is vital and Toyota Motor Corp., which recently suspended production and sales of eight models suspected of having sticky accelerator pedal problems,...
Craig Cochran
Training is profoundly strategic. It’s a process aimed at improving the single most important resource in the organization: people. Nothing affects customer loyalty more than the behaviors and...
