Dedication to Customer Excellence at MidwayUSA, a US retailer of shooting and hunting products and winner of the 2009 Malcolm Baldrige National Quality Award, shaped and defined each of its 1,500 documented processes. The firm directly solicited customer input on improving operations through its Web site, which regularly featured online surveys, posted customer reviews of company products, and provided an option where customers could suggest product line additions. Midway hired employees who wer...

BPIR Categories

1.3.3 Review customer relationship approach
1.3.2 Determine & provide customer contact mechanisms

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