Customer Loyalty and Satisfaction : Customer Experience Management

Open Access

Back to Basics: The Wow Factor

by Muncaster, David

It’s amazing how much the digital age has changed the way organizations view and react to customers....

Mapping the Way

by Custer, Lisa

The customer journey map is a graphical representation of the interactions between a customer and a process or product over its lifespan. It’s an aspirational guide that depicts where an organization wants to be in one, three or five years....

Open Access

Volviendo a los Fundamentos: Permaneciendo informado

by Barsalou, Matthew

8D es un reporte de calidad utilizado por los proveedores para informar a un cliente sobre el estado de las acciones relacionadas con una queja o no conformidad. Este tipo de informe se utiliza a menudo en la industria automotriz....

Open Access

Back to Basics: In the Loop

by Barsalou, Matthew

The use of an 8D report can help organizations easily track the status of customer complaints. This type of report is named after the eight disciplines (or steps) that must be taken when managing a customer claim....

3.4 per Million: Reality or Illusion?

by Kubiak, T.M.

Lately, I've felt like Howard Beale, the character in the 1976 movie “Network,” who has gone over the edge. I’ve been exposed to so much mediocre service quality, I’m at the brink of screaming one of Beale’s most famous lines in the movie....

Open Access

Like Abilities

by Liu, Shu

Beyond providing quality products and services, organizations must gain trust by engaging customers on social media and cultivating trust agents. An organization can no longer ignore customer complaints because customers are just one Google search away fr...

Entire Digital Issue: June 2015

by Hankel, Amanda

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

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...

Featured advertisers