Customers
Reading Global Clients’ Signals
Big data analysis can help geographically distributed companies monitor customer satisfaction.
Quality & Service
Latest
Quality & Service
Inside Renault’s Digital Factory
Renault’s Chief Digital Officer builds a Digital Factory of an unusual sort.
Michael Fitzgerald
Quality & Service
Three Things Retailers Must Do To Compete
Customer satisfaction leads to customer loyalty. Here are three factors that are key.
Leslie Brokaw
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.
Michael Fitzgerald
Analytics & Business Intelligence
Analyzing Performance in Service Organizations
Balanced benchmarking helps companies test their assumptions about service productivity.
H. David Sherman and Joe Zhu
Customers
How to Drive Customer Satisfaction
Product selection is one of six significant drivers of customer satisfaction for e-retailers.
Rolph E. Anderson, Srinivasan Swaminathan and Rajiv Mehta
Developing Strategy
Competing in the Age of Omnichannel Retailing
Mobile technology is blurring the boundaries between traditional and Internet retailing.
Erik Brynjolfsson, Yu Jeffrey Hu and Mohammad S. Rahman
Quality & Service
Video: The Digital Transformation of Health Care
Lori Beer, EVP of WellPoint, discusses how digital technologies are changing health care.
Lori Beer (WellPoint), interviewed by Michael Fitzgerald
Business Models
How Starbucks Has Gone Digital
Top Starbucks executives Adam Brotman and Curt Garner discuss their company’s digital strategy.
Adam Brotman and Curt Garner, interviewed by Michael Fitzgerald
Customers
Why Managing Consumer Privacy Can Be an Opportunity
Managing consumer data courteously can be a way to build a good relationship with customers.
Avi Goldfarb and Catherine Tucker
Ethics
The Benefits of Combining Data With Empathy
Optimizing processes only takes companies so far. Success requires applying data with compassion.
Ritu Agarwal and Peter Weill
Quality & Service
What Really Happened to Toyota?
This article assesses root causes of the highly publicized recalls of Toyota vehicles in the U.S.
Robert E. Cole
New Product Development
How Quality Drives the Rise and Fall of High-Tech Products
While network effects do affect market share flows, quality prevails.
Gerard J. Tellis, Eden Yin and Rakesh Nira
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.
John Shook
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.
Donald A. Norman
Quality & Service
How Do Customers Judge Quality in an E-tailer?
Joel E. Collier and Carol C. Bienstock
Quality & Service
Managing Product Returns for Competitive Advantage
Effective product returns strategies can result in increased revenues, lower costs and enhanced levels of customer service.