Lean Thinking and Emotion: Customer Experience is the Link
Frustration Mapping: My Customer Journey Map with Sears
Placebo Button is a Countermeasure to Some Problems
What is Amazon’s Idea of Good Customer Service?
Carnival Cruise Animal Towels – Our Family’s Experience and the Kano Model
Good Customer Service Examples – Chat from Amazon
Carnival Cruise Customer Service: Example of Delight
Keep Restroom Clean and Other Signs of Company Health
How People Decide to Buy: The Purchase Decision Process
Net Promoter Score and Six Sigma: A Match Made in Business Heaven
Terrible Customer Service Stories
International Six Sigma Inc.
Accreditation & Affiliations
