John A. Goodman

Although many LSS organizations focus their improvement efforts solely on reducing costs, cost savings are chump change when compared to the revenue implications of delivering an enhanced customer experience. Learn how to quantify – and achieve – five categories of financial benefit beyond cost savings.

When a company has multiple types of customers, a key factor in generating accurate voice-of-the-customer (VOC) data is the development of a unified VOC collection process. In my article, “Nice Doing Business With You” (iSixSigma Magazine, January/February 2011), I discussed various methods to ensure that all types of customer information is gathered from various departments […]

As everyone knows, myths have a way of becoming more than they are. The same is true for marketing and service. As the following list of conventional wisdom, beliefs and marketing clichés illustrates, while many myths may have a solid empirical basis, it is possible to carry them too far – and other common beliefs […]