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PUBLICATIONS

Charles Shillingburg is a recognized authority in Customer Satisfaction/Customer Experience (CX), Branding and Operational Excellence. Below are some notable examples.

Driving Ops Excellence Cover

MUST READ

Driving Operational Excellence: Simple Lean Six Sigma Secrets to Improve the Bottom Line - Peeling the Onion for Higher Performance

MktgNews_Article_10-2003

Automated Tools Cause Frustration - Fall Short

2013 CRM Magazine Cover

Running the Extra Mile: Going Beyond Standards in the Sales and Service Process

Automotive Infiniti Article 8-28-03

Infiniti Dominates in

Service Satisfaction

Automotive News

16 PRINCIPLES OF CUSTOMER SATISFACTION 6-11-2023.jpg

16 Principles of Customer Satisfaction

AMA Customer Engagement Playbook.jpg

AMA Customer Engagement Plan

Charles Shillingburg Portrait

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