The Power of Customer Service
July 10, 2015 I've seen a few examples of the power of customer service this week, and it propelled me to write on what a huge impact it can have. For example, I participated in 3 full days of ERP demonstrations in order to provide expertise on which software [...]
Customer Service…the Art of Success
Published December 26, 2014 There have been a few times in the last day where I'm reminded of the value of customer service. There is an art to success. It is not merely the words spoken. Instead, it has to do with whether the person seems to truly care [...]
What can we learn from Amazon with service?
Amazon has led the way with customer service innovations. Companies have to meet and exceed these new standards to impress customers and retain their business. Amazon has certainly made a splash in recent years with out-of-the-box thinking in terms of customer service! Who thought Sunday deliveries would be possible? [...]
Repeat Customers Come Back for Service
Implementing sound customer service practices not only ‘wow’ your customers, but keep them coming back and referring you to others. Repeat customers come back for service. In today's world, quality must be an assumption; thus, the key is to stand out in the crowd with service. A recent example [...]
A Tip to Make Sure Innovative Service Remains Top of Mind
Published July 18, 2014 According to today's Wall Street Journal, Amazon is thinking of offering an unlimited reading service - a game changer! Amazon certainly epitomizes innovation as they continue to make waves with Sunday deliveries, the possibility of drones, and now unlimited reading services. According to my new [...]
Lean: Uncommon Common Sense
Lean benefits are not found in a three-day workshop, but rather arise and are sustained through culture change. I have always been a process consultant, typically focusing on those processes which are the most relevant to making rapid improvement with the specific manufacturer or distributor I am partnering with. [...]
Start with Your Customer
Success begins and ends with your customers. I recently was the subject of what's called a "member spotlight" Q&A (question and answer) session about my business. Knowing my business centers on the supply chain, my interviewer asked me to draw a picture of a supply chain. It's always a [...]
Profit Drivers
The key to success isn't to think about profit but instead to think about profit drivers. What business isn't interested in profit? None I can think of - even non-profit businesses need to be concerned about whether they'll come out "a wash". I find that the key to success [...]
Metrics for Customer Loyalty
Published in "The ACA Group" website, November, 2010 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. A perfect storm is brewing - just as [...]