My wife recently went to Michael's Arts and Crafts store to buy some art supplies. She a wonderful artist and is just now getting back into art after
How People Decide to Buy: The Purchase Decision Process
For practitioners of process improvement, we see the world in large part as, well, a bunch of processes. Even things that most people wouldn't
Net Promoter Score and Six Sigma: A Match Made in Business Heaven
Net Promoter Score Six Sigma are two methodologies that fit perfectly together. One is meant to measure customer loyalty by identifying the sources of
Terrible Customer Service Stories
It's hard to come to a consensus on what "good customer service" is. But, bad customer service is less debatable - you just know it and feel it when
Linkedin IPO: Customer Centricity and Conflict
Linkedin, the social network for career professionals, had its initial public offering today (IPO). They are now traded on the NASDAQ with the ticker
Toyota Customer Service – Example of Overdoing It
We often hear customer service quotes about "great customer service" or "poor customer service" - especially in the media regarding ATT Customer
Obvious Advice: GM CEO, Don’t Insult the Customer
GM CEO Insults Customer. Say what? Here's some obvious advice: Don't Insult the Customer. That's good advice for everybody in a company, but that
Many Trampoline Parts is Not Good Design
Many Trampoline Parts is Not Good Design. Captain Obvious, I know. Yet, that was exactly my experience in taking down and in putting up our new
Blockbuster Video Bankruptcy: A Lesson in Customer Experience
Back in 1998, Blockbuster went through a dramatic turnaround, led by John Antioco who did something incredibly simple but profound: he provided more