Videos with keyword "Experience"

When is a Cappuccino Not a Cappuccino?

Diane MacDonald describes the emotional side of customer experience. http://asq.org/quality-progress/2012/10/quality-in-the-first-person/when-is-a-... [more]

Tags: cappuccino customer dissatisfaction customer satisfaction Diane MacDonald diane macdonald and associates emotional customer experience Experience

Customer Experience: A Quality Concern

ASQ Enterprise member, Siemens, offers its view of quality and customer experience. http://www.asq.org/media-room/press-releases/2012/20121227-mana... [more]

Tags: asq enterprise member Customer Service customer service survey Experience improvement Jennifer Schmitt Siemens Survey

ASQ TV Episode 1: The Customer Experience

Quality and the customer experience go hand-in-hand. Hear from electronics giant Siemens Industry on how it weaves both elements through its... [more]

Tags: Affinity diagram author Boon Rawd Brewery cappuccino customer experience Customer Service Diane MacDonald Experience improvement Jennifer Schmitt QFD quality toolbox Quality tools Siemens Singha Survey table tutorial voice of the customer