Tag: Customer service
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The Real Cost of Poor Quality
It’s one thing to have a quality problem but the way you address it can make all the difference in the world. You may…
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Learning to Love Customer Complaints
Bob wasn’t happy. The product we designed specifically for him didn’t fit. After months of work creating a special component, we failed. The unit…
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Death of a Business: The Problem with Choosing the Wrong Strategy
“The essence of strategy is choosing what not to do.” Michael Porter When I was a kid in the 1970s there was only one…