The Empty Promises of Customer Satisfaction
In February 2006, ASQ’s Quality Progress published an article titled, “Link Satisfaction to Market Share and Profitability”. Because this subject is of great interest too me, I grabbed a hold of it...
View ArticleReplace “Corporate Lore” with Real Market Knowledge
I recall a meeting that I had with a manufacturer of heavy equipment. We had been involved in a planning session focused on how to compete against some pretty clever and effective competitors. One of...
View ArticleDon’t Forget Value When Linking Improvement to Strategy
Stewart Anderson writes a very interesting article “Linking Improvement to Strategy” that appears on the Quality Digest website. Among some of the interesting points that he makes are: “High quality...
View ArticleWho Owns Price?
One of the more difficult issues to deal with is the question of “What price do we charge for our products or services?” There is a ton of literature that deals with this question. Colleges of...
View ArticleAre Your Customers Suffering From Learned Helplessness?
I am. Andrew Thomas writes at Industry Week about airline satisfaction being up and attributes it to a lowering of expectations. Here’s how this is supposed to work. Satisfaction is the result of...
View ArticleBanking on Value? Try Six Sigma Marketing
We are about to see some very interesting strategies on the part of many commercial banks. According to the Wall Street Journal, “Bank of America and other banks are preparing new fees on basic...
View ArticleIs China Making Inroads in the Battle for Value?
I have used this blog to challenge US manufacturers to better understand how to measure and manage the value of their products. By value, I mean value from the perspective of the buyers that they have...
View ArticleHow Easy Do You Make It For Customers to Resolve Their Problems?
Six Sigma Marketing (SSM) places a high premium on customer loyalty. It seeks to reduce defects, nonvalue adding transactions to 3 per 1,000,000. Not a likely goal to achieve but a statement...
View Article“Price Is What You Pay. Value is What You Get.”
This quote is attributed to Warren Buffet and captures a strong central theme of customer value. I also came across a snippet from a Harvard Business Review article (1990) by Day and Fahey that...
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U.S. Manufacturers Must Learn Value Management
The U.S. House has found new ways to spend American’s money. Hopefully, this expenditure will provide a good return on investment to taxpayers. The “Sectors Act” would provide grants for...
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