Customer Care Article

David Dubois’s picture

By: David Dubois

Faced with a growing range of tech solutions in marketing, from AI to big data to blockchain, business-to-business (B2B) companies too often choose the status quo. Recent evidence suggests the divide between success and failure is not about how much companies spend, but how well they integrate technological solutions that create value.

In other words, a company’s digital investment does not necessarily translate into marketing return on investment (ROI). For that to happen the firm needs to build a digital marketing organization—data-driven marketing capabilities around the customer. 

Alex Bekker’s picture

By: Alex Bekker

Do you know what a retailer and a tightrope walker have in common? They both have to balance. For the tightrope walker, the logic is clear. But what’s the balance that a retailer is looking for?

A typical dilemma of shortages vs. storage costs

Although the dilemma of shortages vs. storage costs is applicable to any product category, it’s much more painful with perishables. If their quantity can’t meet the demand, retailers should be ready to see a frown from an unhappy customer who didn’t find her favorite dairy, fruit, or vegetable on the shelves.

However, staying on the safe side by ordering more perishables is hardly a cost-effective solution. Perishable products require special storage conditions, and their shelf life seldom exceeds a couple of days, which means retailers must address disposal issues. So, it’s easy to understand why retailers, by all means possible, try to find the optimal balance between storing too much and too little.

Bill Laverty’s picture

By: Bill Laverty

Operations management plays an important role in the manufacturing process, but similar to a stage crew at a theater, operations managers do all their best work behind the scenes. The best operations managers strive to go unnoticed, and why shouldn’t they? A seamless supply-chain process should require little to no attention from customers.

But recent tariffs are jolting operations. NAFTA changes, along with tariffs on Chinese imports, are forcing operations managers to step out on center stage. New tariffs on materials like steel and aluminum as well as electronic components could mean disruption in the supply chain process, and operations managers have to work diligently to mitigate any hiccups that crop up for the company and its customers alike. Certainly costs are going to increase somewhere, so companies have to decide whether they’re going to absorb them or pass them along to their customers, both of which are less than ideal options.

Tara García Mathewson’s picture

By: Tara García Mathewson

Once students learn how to sound out words, reading is easy. They can speak the words they see. But whether they understand them is a different question entirely. Reading comprehension is complicated. Teachers, though, can help students learn concrete skills to become better readers. One way is by teaching them how to think as they read.

Innovating Service With Chip Bell’s picture

By: Innovating Service With Chip Bell

Parking lot. We use it in the meeting-management world to mean agenda items that are tabled for later discussion. These are generally posted on a sheet of flip-chart paper, taped on the meeting wall, and then placed on the agenda of the next meeting so they are not forgotten as topics for discussion.

Pierre Chandon’s picture

By: Pierre Chandon

Whether you love or hate his work, Andy Warhol eating a Whopper for 45 seconds during one of the most expensive ad slots in television this year was astonishing.

Dirk Dusharme @ Quality Digest’s picture

By: Dirk Dusharme @ Quality Digest

For centuries, medical procedures, prescriptions, and other medical interventions have been based largely on experience—what is known about a set of symptoms. The doctor looks at those symptoms, tests you in various ways (blood tests, X-rays, MRIs), and interprets the results based on experience with past patients or what is widely known in the medical community. Then she prescribes a treatment. There are two problems with this.

Multiple Authors
By: Nicole Radziwill, Graham Freeman

In 2013, thousands of consumers in the United Kingdom (UK) and Ireland bought, prepared—and ate—beef lasagna, hamburgers, and frozen dinners. What they didn’t know is what they were actually putting in their mouths.

Rachel Plotnik’s picture

By: Rachel Plotnik

All day every day, throughout the United States, people push buttons—on coffee makers, TV remote controls, and even social media posts they “like.” For more than seven years, I’ve been trying to understand why, looking into where buttons came from, why people love them—and why people loathe them.

Zac Cooper’s picture

By: Zac Cooper

The role of quality starts with product design and moves rapidly across the supply chain to the selling and buying experience, which includes the bidding process. When operating a formal continuous process improvement program, nearly all manufacturing engineers are tasked with some level of quality and agree that often the old methods for bidding on projects is deeply deficient.

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