Tag Archive: customer service

It’s a Small World & the Customer Experience

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A few weeks ago, my brothers and nephew were in town and we did a whirlwind tour of Southern California hot spots.  We went to Universal Studios, Oceanside beach, a day-trip to San Diego for various food hot spots (a few favorites for the Arizona contingent) and to Disneyland/California Adventure.  While there, we went on my favorite ride: It’s a Small World.  What a great job they do at making the total customer experience! Disney does a fabulous job of creating a complete experience.  In the case of It’s a Small World, you’ll notice their use of color and sound.  Interestingly, if you…
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The Highest # of Factory Jobs Since 2008!

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According to Industry Week, we have the highest number of factory jobs since 2008!  We have reached over 12.6 million people employed by the sector. This is all the more impressive when we consider the significant rate of automation and deployment of technological advances occurring the last several years. In the era of the customer, executives are locating manufacturing in close proximity to their customers. Since customers expect rapid deliveries and high levels of customization, it is making more and more sense to locate manufacturing in Southern California and especially the Inland Empire with lower costs, extra space and access…
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San Antonio’s Riverwalk and Creating a “Destination”

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Wouldn’t you like your customers to consider your company, your Customer Service team or your service a compelling “destination”?  
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What Do Sears and Amazon Have in Common?

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Thanks to my client Dan Vest, I read a fascinating article about Sears and Amazon. Who knew Sears and Amazon had so much in common? Pretty startling! The Reader’s Digest version is as follows: Sears was the former Amazon about 100 years ago, growing 50-fold within a decade with its world-famous catalog and then transforming from a mailing company to a brick-and-mortar giant. They were the everything store with an uncanny feel for consumer demand. Sound familiar? So what might we learn from history and paying attention to trends? What Should We Consider and/or What Impacts Could Arise? Perhaps Sears…
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Styx and the Power of Positivity and Enjoying Your Career

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Last week, I attended a Styx concert at the L.A. Fair – what a powerful event! The band has been around for 45 years and still enjoys singing together! It was totally apparent watching the concert. They really took the positive spin on their commentary and truly enjoyed singing their classics such as my favorite, “Come Sail Away”. Since I started on a quest to see some of the “greats” while they were still singing over the last few years, I have some performances to compare. Thus, it is obvious that although all of the classics sang their greatest hits,…
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SIOP – How Collaboration & Judgment Can Achieve Wonders

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Earlier this week, I spoke to APICS Ventura County on the topic of SIOP (Sales, Inventory & Operations Planning). It was a great conversation because it was really interactive, with probing questions on not just the theory and concepts but how to “make it work.” Talking more about the secret recipe to achieving results. What became apparent during the discussion is that what we do truly boils down to much, much more than aligning demand with supply or any of the technical aspects of SIOP. Success results from collaboration and common sense with a dash of judgment thrown in at…
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Raising the Bar With Customer Service Through Internal Operations

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Could a simple solution of aligning Sales with Operations with Finance deliver the bottom line BIG win? Do your internal operations truly have a significant impact on your customer service levels? Yes, for every single client, they can have a dramatic effect! For example, we recently worked with a client that wanted to raise the bar when it came to customer service levels. Over time, product mix, distribution strategies and buffer capabilities changed which created a gap when compared to prior performance levels. The challenge was to improve customer service and the overall customer experience rapidly – and “make it…
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Walmart Raising the Supply Chain Metrics Bar

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One of my clients forwarded this Business Insider article about Walmart’s supply chain metrics. Walmart is not only requiring an increase in OTIF (on-time-in-full) delivery performance but it also will charge penalties for suppliers that don’t live up to the metric! Creating an efficient supply chain is critical for Walmart, so they are taking this proactive stance. This is prevalent throughout our manufacturing and distribution clients – regardless of industry. For example, in aerospace, there are very similar supply chain metrics and penalties. If we want to grow our businesses, we must develop excellence throughout our supply chain. Just think, there…
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A Systems Transformation

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A systems transformation doesn’t necessarily relate to the computer system. Instead, a systems transformation relates to how the people, processes, systems, metrics, costs and more all come together to deliver profitable growth – or not! And, as one of my potential clients put it – dictates whether we are blind or able to see where we are going. Can you “see” where you are going? We have received an increasing number of these types of calls lately. Perhaps it is because it is harder than it sounds to achieve a systems transformation. If a ‘system’ isn’t in place to provide…
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Is Supply Chain Top of Mind for Your Business?

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Earlier this week, I spoke on a panel at a ProVisors (a top notch group of trusted advisers) event about supply chain and its impact on the Southern California and Inland Empire economy. The event prompted me to think about whether we are keeping supply chain top of mind (from your suppliers’ suppliers, through your manufacturing operations – insourced, outsourced or both – to your customers’ customers, inclusive of transportation and logistics networks, IT etc.). It will have a dramatic impact on your business success, and, in Southern California’s case, the economy. For example, is the Amazon Effect (the notion of 24/7,…
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