Customers
From the Editor: How Important Is the Customer’s Voice?
It’s easy to say customer satisfaction is very important – but harder to put that into practice.
Quality & Service
Latest
Climate Change
Recapturing Monozukuri in Toyota’s Manufacturing Ethos
Toyota returned to its focus on sustainable production practices after recall setbacks.
Customers
Reading Global Clients’ Signals
Big data analysis can help geographically distributed companies monitor customer satisfaction.
Quality & Service
Inside Renault’s Digital Factory
Renault’s Chief Digital Officer builds a Digital Factory of an unusual sort.
Quality & Service
Three Things Retailers Must Do To Compete
Customer satisfaction leads to customer loyalty. Here are three factors that are key.
Project Management
Five Steps to Digitally Transforming City Government
Cities aren’t known as tech innovators, but Boston has used technology to transform public service.
Analytics & Business Intelligence
Analyzing Performance in Service Organizations
Balanced benchmarking helps companies test their assumptions about service productivity.
Customers
How to Drive Customer Satisfaction
Product selection is one of six significant drivers of customer satisfaction for e-retailers.
Developing Strategy
Competing in the Age of Omnichannel Retailing
Mobile technology is blurring the boundaries between traditional and Internet retailing.
Quality & Service
Video: The Digital Transformation of Health Care
Lori Beer, EVP of WellPoint, discusses how digital technologies are changing health care.
Business Models
How Starbucks Has Gone Digital
Top Starbucks executives Adam Brotman and Curt Garner discuss their company’s digital strategy.
Customers
Why Managing Consumer Privacy Can Be an Opportunity
Managing consumer data courteously can be a way to build a good relationship with customers.
Ethics
The Benefits of Combining Data With Empathy
Optimizing processes only takes companies so far. Success requires applying data with compassion.
Quality & Service
What Really Happened to Toyota?
This article assesses root causes of the highly publicized recalls of Toyota vehicles in the U.S.
New Product Development
How Quality Drives the Rise and Fall of High-Tech Products
While network effects do affect market share flows, quality prevails.
Customers
McAfee: ‘Customer Service in the Digital Age: The Eternal Lament’
Why are companies still using snail mail to deliver information that customers need in real time?
Innovation Strategy
Toyota’s Secret: The A3 Report
How does Toyota solve problems, create plans, and get new things done? Company managers credit a tool called the A3.
Quality & Service
Designing Waits That Work
Designers at restaurants and theme parks are leading the way in thinking about how to make waiting in line more pleasant.
Performance Management
The 7 Deadly Sins of Performance Measurement and How to Avoid Them
Operational performance metrics are vital, but most organizations do not design or use them correctly.