Tag Archive: relationship

Dana Point and the Customers’ 1st Experience with Your Product or Service

August 2nd, 2019

Last week, I went to Dana Point for a good friend’s daughter’s wedding. It seemed like an opportunity for a mini-getaway.  So, I spent the night at the Marriott (pictured). Not only does Dana Point appear majestic with the view of the water, the lawn in front of this hotel provides a great first impression.

Your customers’ first impression can be very important. It gives them a “feeling” about your product or service. As my consulting mentor says, “Logic makes people think. Emotion makes them act.” In this case, it gave a calming and majestic feeling. Great for the end of a busy week!

What is the first impression of your product or service? Does it appear to be high quality? Or is your service welcoming and customer friendly? Mainly, is it what you would like it to be?

One tip to implement this week:
Start by taking a step back to think about your first impression. What would a customer experience? One idea is to ‘shop your business’. If you have a product, go to shipping to see what your next customer will receive as a first shipment.  Also, check on the carrier or truck to understand the delivery experience. Perhaps order your product for a family member (so your team doesn’t know it is for you), and see how it arrives. If your provide a service, call a customer upon your team’s first interaction.  Or go to the point of service and observe or test your service. Test your perceptions.

Once you gain an understanding of your first impression, consider ways to improve upon this first impression. Don’t just think about what you would want. Put your mind into your target customer’s experience.  What value could you add (that doesn’t have to cost anything) that they would appreciate and value? The clients that do this the best have a completely different relationship with their customers. It is worth pursuing if you’d like to increase your customer value and your bottom line!

 



Manufacturing Expert, Lisa Anderson, Presents 2018 LMA Advocate Award to Aerospace Executive, Kelly Ford

July 28th, 2018

CLAREMONT, CALIFORNIA – July 27, 2018 –  Manufacturing and Supply Chain Expert,  Lisa Anderson, MBA, CSCP, CLTD, president of LMA Consulting Group Inc., presented the 2018 LMA Advocate Award to Aerospace/Defense executive, Kelly Ford.

“It is a pleasure to recognize Kelly Ford with our 2018 LMA Advocate Award.  We have worked on many projects together at three separate aerospace firms.  I appreciate the relationship we have built and the collaboration that has made our projects successful” Ms. Anderson commented. LMA Consulting Group works with clients on manufacturing strategy and end-to-end supply chain transformation that maximizes the customer experience and enables profitable, scalable, dramatic business growth.

Kelly and I have achieved significant results together – improved customer service levels to support business growth, expanded capacity and efficiencies, and right-sized inventory levels to maximize the use of cash and capital. Most importantly, we engaged and valued the opinions of the most important asset of the firm – the people. It turns a project into a fascinating puzzle, making it fun” she continued.

Inspired by the outcomes of client projects, LMA Consulting solicits client feedback, ideas and trend information.  In turn, the firm adopts and incorporates key learnings, makes continuous improvements and expands service offerings to continually raise the bar in meeting evolving client needs. Advocates, partners and centers of influence are key to LMA Consulting’s continued growth and success, as they work together to advance manufacturing and the global supply chain.

“Over 13 years, I have learned that it takes more than hard work and intention to affect growth.  It takes focusing on innovation every day.  LMA Advocates help us do just that and more. I am so grateful to be able to call Kelly Ford one of our LMA Consulting Group trusted advisors” she concluded.

About LMA Consulting Group – Lisa Anderson, MBA, CSCP, CLTD

Lisa Anderson is the founder and president of LMA Consulting Group, Inc., a consulting firm that specializes in manufacturing strategy and end-to-end supply chain transformation that maximizes the customer experience and enables profitable, scalable, dramatic business growth Ms. Anderson has been named a Top 40 B2B Tech Influencer by arketi group, a 50 ERP Influencer by Washington-Frank, ranked in the top 46 most influential in Supply Chain by SAP and named a top woman influencer by Solutions Review. She recently published, I’ve Been Thinking, an inspiring collection of 101 strategies for creating bold customer promises and profits. A regular content contributor on topics including supply chain, ERP and SIOP and innovation, Ms. Anderson is regularly interviewed and quoted by publications such as Industry Week, tED magazine and the Wall Street Journal.  For information, to sign up for her Profit Through PeopleTM Newsletter or for a copy of her book, visit LMA-ConsultingGroup.com.

Media Contact
Kathleen McEntee | Kathleen McEntee & Associates, Ltd. | p. (760) 262 – 4080 | KMcEntee@KMcEnteeAssoc.com



The Power of In-Person Communication

April 6th, 2016

supply chainI am certainly a believer that much can be accomplished remotely. Actually I am doing more and more to help my clients remotely, and we are achieving substantial results — and significant returns on investment. However, that doesn’t replace in-person communication 100%. There is a time when communication is most effective in person. For starters, it is quite the challenge to develop a relationship upfront if you haven’t met your colleague. This is probably the most critical in-person communication. After you’ve met him/her and developed a relationship, a lot can be accomplished through various communication channels.

For example, I went to a networking event last night to watch the UNC game. That is certainly not something that can be accomplished via Skype! Although a depressing end result for a UNC alumnus, it was an enjoyable evening. I talked with old friends, work colleagues and met some new and interesting people. Sure, I might have called a few of these folks to talk eventually; however, it wouldn’t be the same. You cannot replace this type of in-person communication. Do you value in-person communications when it makes sense?

One tip to implement this week:

The great news is that there is a really easy yet effective tip for this week’s topic. The next time you think about typing an email response or sending a text message to someone in the next office and you haven’t talked with them in the last week, get up and go talk with him or her instead. Give in-person communication a try. I bet your effort will not go unnoticed. If you work in a different office, pick up the phone. It is amazing what a difference a call can make.

Looking for more ideas to keep your supply chain connected? Access more tips and resources on my blog. And keep connected by subscribing to my newsletter and email feed of “I’ve Been Thinking…”