Growing Market Share Through Customer RetentionValue is a much stronger predictor of loyalty than satisfaction
Tue, 07/13/2010 - 06:46
How loyal are your customers? That’s a question I bet many companies can’t answer with any specificity. Yet, it’s a critically important question. If you haven’t heard by now, loyal customers are profitable customers—an annuity, if you will, with… Hearing (and Acting Upon) the Voice of the MarketIdentifying factors that are critical to quality
Wed, 05/26/2010 - 06:00
Successful quality initiatives are based on understanding the true nature of “quality.” It resides in the minds of those who judge it and use it to make their purchase decisions—in other words, the market. Divorced from the market, quality or value… Divorced From the Market, Quality and Value Have No MeaningIt’s imperative to understand how your targeted product/markets define quality and value.
Wed, 05/12/2010 - 07:00
Quality Digest Daily recently published the results of a survey of 415 manufacturers and 179 retailers that was “designed to identify the top business and supply chain issues, as well as how manufacturers and retailers expect to leverage IT… Tired of Being a Follower and Not a Leader?Focus on value.
Wed, 04/28/2010 - 19:42
I just read an article that appeared on Quality Digest Daily, “The Quality Crisis in America,” by David C. Crosby. The gist of the article is that the nation is in the midst of a quality crisis that has been with us for a very long time. The… Six Sigma Marketing’s Return on ValueHow a utility company achieved superior margins while significantly enhancing its corporate image
Thu, 03/04/2010 - 05:00
“Our corporate mission is to deliver the ‘Best Value in Energy and Related Services,’” according to a large Midwestern electric and gas utility company. This is a mission statement, which after a minor modification (just change the industry), could… Decreasing Customer Churn with Six SigmaUsing Six Sigma in the call center
Wed, 02/17/2010 - 06:00
One of my clients, a wireless business-to-business (B2B) telecom company, was experiencing a significant problem in their call center. They were absolutely inundated with calls—most of them problems. They were spending a significant amount of money… Is Six Sigma Hijacking the Real Customer?We've lost sight of who our customers really are.
Fri, 07/31/2009 - 12:20
Pick up any article or book, attend any conference on Six Sigma, or talk with any Black Belt or Master Black Belt and you will hear the Six Sigma gospel about the importance of the voice of the customer. For example, in their book Six Sigma: The…
