All Features
Norman A. Paradis
The last few months have witnessed the unraveling of the remarkable life sciences company Theranos, culminating in the news that federal regulators may ban Theranos founder Elizabeth Holmes from the blood-testing industry for at least two years. The company is also facing a federal criminal…
Annette Franz
I have written many times about the importance of the employee experience, both on its own in terms of retention and performance, and with regard to the effect of the employee experience on the customer experience.
Sadly, many companies still aren’t focusing on the employee experience. IDC’s 2015…
John Nolan
The ultimate aim of ISO 9001:2015 is to enable businesses to satisfy their customers effectively. You could say that all the standard’s clauses help to provide your customer with a consistent and rewarding experience from your goods or services, but ISO 9001:2015 actually deals with “customer…
J.D. Power and Associates
According to the recently released J.D. Power 2016 Member Health Plan Study, critical factors of health plan member satisfaction are highest in areas of the country that have more competition between different health plans.
On a nationwide basis, member satisfaction with their health plans has…
Hilke Plassmann
The holy grail of marketing—a universal predictor of customer behavior—may be closer than ever, thanks to recent advances in the field of neuromarketing.
Even at its best, traditional market research has built-in limitations. First of all, consumers may be biased or unwilling to reveal their true…
Arun Hariharan
The other day, I visited a retail outlet of a wireless services provider to get information about its international roaming packages. The company has a few thousand outlets nationwide; they’re called “relationship centers” staffed with half a dozen employees who try to up-sell products and…
Knowledge at Wharton
Today, design has a seat at the table. With the success of products like the iPod and the iPhone, businesses have realized that a good user experience is key for improving the bottom line. Yet even with this determined focus on design, most digital experiences fall short of user expectations.
Of…
Annette Franz
When I go to customer experience conferences, B2B companies are underrepresented, both in attendees and speakers. When clients look for benchmark data, B2B reports are few and far between.
These are just two examples of why I want to revisit a question I posed in a post I wrote two years ago: If…
American Customer Satisfaction Index ACSI
Two years removed from its all-time high, customer satisfaction with the retail trade sector fell for a second consecutive year, sliding 2.6 percent to an ACSI score of 74.8. Despite the decline for 2015, the overall score for retail stands almost exactly at its long-term average (74.6).
A closer…
Annette Franz
The perils of focusing on customer acquisition and sales over customer experience and retention can be summed up nicely with this: “As fast as you’re bringing customers in the front door, they’re running out the back door.” Some refer to it as the leaky bucket syndrome.
If only companies knew…
Joerg Niessing
I’ve noticed that many companies are using the trendy term “digital transformation” without fully understanding what it means. Leveraging digital technology to make organizational processes and offerings more efficient may increase profit margins in the short term. But a true digital…
Kevin Cundiff
Ask how you can help, always keep a smile, respond to requests promptly... the list goes on. You’ve probably been exposed to an abundance of tips and tricks about how to become more customer-friendly.
That kind of advice can definitely be valuable, but what you likely don’t hear—unless you’re a…
Arun Hariharan
Technology is a useful tool in quality. That said, there are limits to what technology can do. Here’s my summary of its advantages and disadvantages for quality professionals.
1. Data and measurements. Technology can help you automate measurements and analysis of data (Minitab statistical software…
Annette Franz
What happens when we really understand our customers’ desired outcomes or the jobs they are trying to do? Something pretty incredible.
A few weeks ago I wrote about “Faster Horses... and Customer Outcomes” and the importance of asking the right questions to understand desired outcomes in order to…
Michael Webb
This month Quality Digest Daily welcomes Michael Webb, a noted author and consultant who writes about how the quality and productivity sciences improve sales and marketing departments.
How well does your company benefit from quality improvement and productivity? For instance, how well do you…
Harry Hertz
Having recently bought some furniture at a big box store, I couldn’t help seeing these three dreaded words were boldly printed on the outside of the carton: “Some Assembly Required.”
As I opened the box, I wondered what I’d find. Would there be lengthy assembly instructions and lots of different…
Annette Franz
There’s a well-known quote by Henry Ford that goes like this, “If I had asked people what they wanted, they would have said faster horses.” It’s fair to note that some don’t believe he actually said that, but let’s go with it.
Ford is often cited when naysayers tell us that customers don’t know…
Quality Transformation With David Schwinn
This month’s column results from my wife, Carole, asking me to “watch this.” This was a short video on her computer showing two young children brilliantly and inspirationally singing, “You Raise Me Up.” I was dumbstruck. Their song immediately took me to many places. I was reminded of the wisdom…
Annette Franz
Pundits and experts alike say that ensuring a good customer experience (CX) is everyone’s job. In fact, if you Google “customer experience is everyone’s job” or “customer service is everyone’s job,” you’ll find endless articles, blogs, and webinars with that very title.
It’s true. Technically, it…
Jeff Toister
You’re ready to send your team to customer service training. The big question is whether your team is ready. Chances are, they’re not.
A 2010 McKinsey & Co. survey revealed that approximately 75 percent of training programs failed to measurably improve business performance. A lack of…
Taran March @ Quality Digest
As a sort of character-building exercise, I recently opened an unsolicited email from my health insurance provider. I was intent on doing a quick purge of sham, spam, and flimflam, and I figured this one would be no different. But I also know I’m biased against health insurers, so I decided to set…
Annette Franz
Are you listening to your customers? Do you understand what they’re trying to achieve? Are you using what you learn to actually design a better experience for them?
I was thrilled to be interviewed by Leah Berry and to a be part of her 30 Experts in 30 Days series; she asked me questions about…
American Customer Satisfaction Index ACSI
Customer satisfaction with personal computers is down for a third straight year, according to new data from the American Customer Satisfaction Index (ACSI). The ACSI Household Appliance and Electronics Report 2015 includes desktops, laptops, and tablet computers, as well as household appliances,…
Annette Franz
Think about the things that you’re doing to transform your organization and your customer experience. Are you doing busywork, or are you doing real work?
Today’s article is inspired by this quote from Thomas Edison:
“Being busy does not always mean real work. The object of all work is production…
Harry Hertz
Some of my friends commented that Harry the “Cheermudgeon” was too “mudgeonly” in my most recent Blogrige post. So I decided it was time to cheer. Here is a cheer to getting older. The topic came to me this past week, when I was given a senior-citizen discount at the supermarket without asking for…
