February 2006

CUSTOMER LOYALTY

• Your Customers Are Talking, but Are You Listening? (PDF, 117 KB)
  Organizations that don’t train employees to listen for and take action on the voice of the customer open the door to competitors.
  Russ Westcott, president, R.T. Westcott & Associates, Old Saybrook, CT

• Manage Complaints To Enhance Loyalty (PDF, 154 KB)
  Follow four best practices when handling customer grievances to increase profits and gain customer loyalty.
  John Goodman, president, TARP, Arlington, VA

ECONOMIC CASE FOR QUALITY

• What Are Quality Reputations Worth? (PDF, 142 KB)
  To protect their organizations’ reputations, quality professionals need to develop an economic argument for quality maintenance.
  Johannes Freiesleben, head of strategic research, Ringier AG, Zurich, Switzerland

BEST PRACTICES

• Rapid Knowledge Transfer: The Key to Success (PDF, 218 KB)
  Combine best practice knowledge management, learning, intellectual capital creation and reuse to create new knowledge based products.
  Michael J. English, founding partner, Best Practices LLC, Highland Village, TX William Baker Jr., principal, Speed to Excellence, Allen, TX

CUSTOMER LOYALTY

• Link Satisfaction to Market Share and Profitability (PDF, 141 KB)
  This adaptation from Linking Customer and Employee Satisfaction to the Bottom Line describes several ways organizations can link customer satisfaction data to financial performance.
  Derek Allen, senior vice president, Research International, Chicago

TEAMS

• Project Teams: How Good Are They? (PDF, 158 KB)
  Successful project teams need leadership, process discipline, resources and training.
  Howard M. Guttman, principal, Guttman Development Strategies, Ledgewood, NJ
  Andrew Longman, partner and vice president of marketing, Kepner-Tregoe, Princeton, NJ

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