Customer Loyalty and Satisfaction : Customer Experience Management


Expert Answers: December 2013

by Wagoner, Keith; Pylipow, Peter E.

Measuring customer experience ... SPC for low-volume assembly....


Open Access

Inside Job

by Seibert, Jerry H.; Schiemann, William A.

The relationship between business performance and internal service quality is well documented, as are changes in internal service levels over time and the impact of outsourcing on internal service quality....


Open Access

Perspectives: Survey Overload

by Purdy, Derek

Some years ago, I was presented the bill at a restaurant. In addition to the itemized list of charges, the little billfold contained a customer comment card. “Wow,” I thought, “what a great idea. This place is really on the ball.”...


Entire Digital Issue: October 2012

by Krzykowski, Brett

You are being directed to the October Digital Issue of QP. If your browser does not take you there click here....


Statistics Roundtable: Going on Feel

by Snee, Ronald D.; Hoerl, Roger W.

Customers consider consistent quality to be one of the most important product and service attributes. Often, it’s the most important....


Taking the Wheel

by Goodman, John

Customer experience has become the mantra of senior management looking to enhance revenue and margins. In fact, more companies are trying to differentiate themselves not only on product quality but also on total customer experience....


Lessons in Loyalty

by Hayes, Bob E.

Business growth depends on improving customer loyalty behavior. Companies with higher customer loyalty usually experience faster business growth than companies with lower customer loyalty, research has shown....


Open Access

Out of Sight ... Out of Mind

by Schultz, Bill

The purpose in sharing this story is to publicize a growing gap in quality-system coverage caused by outsourcing and to share some of the challenges of fixing it. The story is true. The names have been changed to protect the innocent....


Eight Steps to Sustain Change

by Schultz, John R.

Improvement projects often focus on a problem, its measurement, analysis, and eventual solution, but fail to consider how improvements will be permanently integrated into the daily routine. Resistance is a natural response to change, but it can be...


Build Loyalty Through Experience Management

by Berry, Leonard L.; Carbone, Lewis P.

Connecting emotionally with customers requires an organization to create a total customer experience that differentiates the organization from the competition. This is important because customers’ overall experiences with the organization and the...


Using Statistics To Improve Satisfaction

by Goldstein, Sheldon D.

Choosing which attributes to improve from customer survey data maximizes the use of resources and increases the chances of positive returns on your efforts. The Kruskal-Wallis one-way analysis of variance by ranks helps focus attention on what needs...


The Future of Quality: Customer Value

by Feigenbaum, Armand V.; Feigenbaum, Donald S.

This article is from the book The Power of Management Capital, available through Quality Press, item number P1026. Copyright restrictions do not allow its individual sale or its placement on My ASQ....


How to Speak the Language of Senior Management

by George, Stephen

Quality professionals and senior management have a serious communication problem. To get around the “Fix it. Don’t bother me with the details” mindset of management, quality professionals need to align what they do with what’s...


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