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Using Surveys to Predict Customer Loyalty

Using Surveys to Predict Customer Loyalty

Alexander Edwards, president, Strategic Vision, explains that surveys can help predict future behavior.... [more]

Customer Journey Maps

Customer Journey Maps

Lisa Custer, principal, Firefly Consulting, suggests using a customer journey map in order to use your... [more]

Voice of the Customer: Connecting Through Emotion and Quality

Voice of the Customer: Connecting Through Emotion and Quality

In this episode, Lisa Custer, principal, Firefly Consulting, explains the multiple uses of a customer... [more]

Quality in North America

Quality in North America

In this, the final chapter of the "Impact of Quality" series, we talk to two professionals, how they... [more]

Explaining E-Audits: A Method for Remotely Conducting Audits

Explaining E-Audits: A Method for Remotely Conducting Audits

Auditing expert Shauna Wilson explains how organizations can use e-auditing to remotely audit. Learn how... [more]

Knowledge, Training and Compliance: A View at the Global State of Quality

Knowledge, Training and Compliance: A View at the Global State of Quality

Lars Sorqvist, vice president, International Academy for Quality, discusses the importance of knowledge... [more]