Tag Archive: customer

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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When is it the ‘Right’ Time for a Supply Chain Network Assessment?

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Supply Chain networks that are not set up to support scalable, profitable growth have a high likelihood of negatively impacting your customers, impeding your growth and consuming far more resources than they were ever imagined to sustain.  What is ideally mapped out one year is likely to change the next in today’s Amazonian marketplace. Thus, assessing your supply chain network from your suppliers’ suppliers through your manufacturing and logistics networks to your customers’ customers with an eye to customers, cost and cash will undoubtedly yield results. What are some hints to know when it’s the ‘right’ time?  Renew your lease, buy…
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E-Commerce is on Fire

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At the Southern California E-Commerce and Logistics Summit, there was much discussion on e-commerce.  No matter whether you are in a consumer products company (which is typically more geared to e-commerce) or if you are in aerospace, e-commerce principles and implications will affect you.  The bottom line is that we are in the era of the customer:   E-commerce is over 10% of all retail sales currently and projected to climb over 15% by 2023 – Customer responsiveness, rapid deliveries and last mile considerations will become commonplace.  China and the U.S. account for over 80% of the e-commerce growth –…
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The Amazon Effect Remains Hot

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Our marketing guru asked whether we should start talking about other topics aside from the Amazon Effect since there are a vast number of key topics occurring in manufacturing and distribution, and she wondered if it was becoming stale (and it’s her job to make us look at timely as possible). The answer came in from all angles – conference leaders continue to request this topic, news reporters continue to ask about it (including the Wall Street Journal in a recent conversation) and everyone is STILL talking about it. For example, when the Ontario Chamber CEO mentioned this topic for…
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Your Supply Chain Shortlist for 2018

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As we head to a New Year, it makes sense to take stock and think about your supply chain shortlist. To get you started, we’ve developed a list of questions.
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Are You Investing in Service?

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Unanimously, since the recession, our clients have seen an increase in customer expectations. Excellent customer service has become expected. Instead, we must stand out from the crowd to keep the business. What must we do to maintain our preferential position in our customers’ eyes? A few questions to think about include the following: 1. Are you investing in customer service like you invest in people, systems and programs? How much do you put aside for this critical endeavor? 2. Who is responsible for customer service? Is it a Customer Service or Sales Manager? Why isn’t it a part of each person’s performance? Does the CEO consider himself/herself…
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Are You Ready for a Surprise Inspection of Your Service?

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In almost every client, trade association and trusted advisor meeting I attend, service emerges as a hot topic. In today’s Amazon-impacted world, our expectations are high. Although we might not complain, good service is no longer sufficient. If you don’t meet and frequently exceed expectations, you will lose customers. There are countless options available and loyalty runs only so deep. Thus, it makes sense to put aside time to think over key questions with your team: Who is responsible for customer care in your organization? Are they able to impact service? How do you measure servicing success? And how does it align…
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Obsession with Your Customer

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One of our clients has a healthy obsession for the customer! It might drive some of his employees a little mad but it is effective. Adopting a bit of healthy obsession for your customers can go a long way! In this case, our client was particular with every customer-facing document, interaction, piece of information and the like. This owner would keep track of who ordered what throughout each day, kept a pulse on what was going on vs. prior years, like years and would ask his employees who interacted with customers for customer feedback and the pulse of customers multiple…
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