Customer Loyalty and Satisfaction
The True Test of Loyalty
The customer loyalty field has experienced much technological innovation, such as automated reporting portals and integration of attitudinal and behavioral data in customer relationship management applications, over the past decade....
Expert Answers: August 2009
Deciding on a survey strategy ... Gauging the maturity of your quality management system....
The Right Move
Shortcomings in both measurement systems and traditional methods for assessing customer satisfaction affect the ability of most firms to directly link quality improvements to changes in financial performance....
In this month’s QP, A.V. Feigenbaum outlines five areas quality professionals must focus on to help their companies succeed as the economy recovers. The article is based on remarks he presented at ASQ’s World Conference on Quality and Improvement in May 2009. For a preview of this article, listen to an interview with Feigenbaum from earlier this year and see his conference presentation. You can also check out his past QP articles.
65th Annual Deming Conference of Applied Statistics
December 7–11 | Atlantic City, NJ
Call Walter Young at 610-989-1622 or e-mail demingchair@gmail.com.
Lean and Six Sigma in Product Development Conference
December 8–10 | Miami, FL
Call Worldwide Conventions and Business Forums at 800-959-6549 or visit www.wcbf.com/quality/5101.
ASQ members exchange comments, suggestions, questions and ideas inspired by articles or letters in Quality Progress.
