E-Commerce is No Longer an Option
Customers deserve flexibility in how they receive products and services, e-commerce is a requirement for business success.
How to Thrive in 2010’s “New Normal” Business Operations Environment
In the Great Depression, more people became millionaires and more businesses prepared for success than in any other timeframe. The same type of opportunity will be available in the "new normal." Will your operation be the one to take advantage of this opportunity?
Metrics for Customer Loyalty
Polling my clients and contacts, I've found there's no exception to the rule that customer loyalty is no longer a nice-to-have; instead, it must be an assumption in today's "new normal" business environment.
Success in the New Normal Recovery
As the stock market just topped 12,000, it is apparent we are in a recovery. Yet it is far from a traditional recovery - jobless with limited growth. In fact, to most everyday people, it doesn't feel like a recovery.
The Keys to Delivering Exceptional Customer Service
These techniques epitomize "profit through people" - through your customer relationships.
Achieving Inventory Velocity “and” Customer Delight
How can the Acme Company situation change with inventory velocity?
Quality Tips
Manufacturers can no longer count on customer loyalty, but they can expect customers continued demands for quality products and service.
Customer Service
Exceptional customer service and customer relations can make or break your business. A few tips to improve your customer service.
The Value of Customer Service
The value of customer service might not be clear until it's necessary - after all, it seems like not a big deal to potentially sacrifice a bit of service in order to gain a good discount. How many of us shop for discounts at the store? Or, in a [...]
Why Customer Service Should be #1
As I'm on my way to New York to give a speech on leveraging supply chain strategy to achieve a competitive advantage, I've been thinking about common themes with my speeches, articles, surveys and client observations - customer service emerged as a vital priority in all cases. Customer service [...]