Business

Customer Value, Customer Focus, Customer Satisfaction

Our Customers Expect "Total Transaction" Quality. So That's What We'd Better Be Building.

The Journal for Quality and Participation

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September 1, 1990

It's not just the product. It's the overall customer experience.

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Business

If Your want Your People to Buy-in to Change

Making the case for the need to do some Selling if what you want is Buy-in

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Business

Donald Trump’s ‘Understanding’ of What It Means to Lead

Donald Trump is not, and has never been, a true leader.

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General Interest

Is it Basketball or Socialism? A Lesson in Economic Fatuousness from The New York Times

How the NYT misunderstands basketball and—far more importantly—basic economics

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General Interest

On Gratitude and Little Platoons

Hearfelt thanks to those who supported me upon the death of my wife

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