Tag Archive: service

Should I Move?

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  Our clients frequently call with questions such as:  Should we renew our lease?  Should we move to a lower cost area?  Should we move to a lower cost state?  What considerations should we think about when evaluating our manufacturing and logistics network?  Should we outsource? Thus, we thought it would be prudent to address some questions and themes that should be evaluated from a strategic point-of-view when discussing supply chain network assessments. Let’s start by saying that our top clients begin THINKING about these topics several years in advance. Similar to selling a business, it isn’t the best plan to…
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People Rule

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Why does Southwest Airlines outperform the competition by a long shot in employee turnover (7% vs. 25% industry average)? People! As our long-term readers know, we believe that people rule!  There is just no doubt about it – our most successful clients are similar to Southwest and JetBlue as it relates to people – executives view them as assets; not costs.  Instead of stifling creativity and success, they encourage it! We have to image that no one sets out to stifle creativity when they leave for work in the morning (it sounds like a miserable existence) . Yet that is…
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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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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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Shangri-La: The Best Hotel Service Bar None

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I am in Japan this week meeting with my global board of advisors group to discuss 2017 strategy and business trends. Since I have never been to Japan, I decided to take a few days in advance to see the sights. Following the advice of the member of this group who lives in Japan, I stayed at the Shangri-La. The service is simply amazing! First, they met me at the train station to walk me back to the hotel — not just at the train station but at the specific car I was riding in. Next, they checked me into…
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