Quality! That word is bantered around the workplace and boardrooms with a significant level of frequency. If you listen to the conversation, everybody has it and it’s the reason their competitor is failing. Quality is only found when a culture of quality exists within an organization. When the culture doesn't reflect that, it doesn't exist.
Organizations clearly understand the importance of Customer Service and Voice of The Customer (VoC) initiatives. Their programs are consistently being fine tuned to ensure a consistent and continuous state of improvement exists. But the question exists: is your organization socially acceptable in today’s digital environment?