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Customer Service

Win-Win Focus on the Customer and Costs

As companies are searching for ways to successfully navigate these turbulent times, the best ones are achieving a win-win focus on the customer and costs. Since the pandemic, there has been a heightened awareness of the customer experience as companies struggled with supply chain disruptions, delays, shortages, and the lack of resources.

Effective Backlog Management to Rapidly Improve Service

Customer service has suffered in the last few years. Yet providing a superior customer experience is paramount to success especially during these turbulent times of volatility, uncertainty, complexity and ambiguity (VUCA).
2023-10-12T20:38:14-07:00October 11, 2023|Categories: Customer Service, Supply Chain Management|Tags: , , , , , |

Does Customer Service Matter: Uber vs Taxis?

Prior to Uber, a medallion (a transferable permit that allows a taxi driver to operate) cost $1 million dollars in New York city. It was a powerful permit with substantial value. After Uber started up, the low point for a medallion was around $25,000. That is a 40-fold reduction [...]

Upgrade CRM Processes & Software to Ensure a Superior Customer Experience

During times of volatility it is of paramount importance to stay in tune with your customers. Otherwise, you could set and execute strategies that are a waste of limited time, money, and resources as conditions evolve. We are seeing a great reset occur. Baby boomer owners of closely-held companies are selling.

Customer Service – The Customer is Always Right

NxtGen Nexus: The Importance of Customer Service "Employees follow people, not companies. Are you investing in leaders, and are your leaders leading?" comments Manufacturing and Supply Chain Expert Lisa Anderson, MBA, CSCP, CLTD, President of LMA Consulting Group Inc.
2024-02-13T22:47:56-08:00June 28, 2022|Categories: Customer Service, In The News|Tags: |

The Importance of Customer Service

We are in a time period that will prove more important than almost any other because more companies will surge past the competition during these turbulent times, propelling them forward for years to come. Executives will have a choice - push the pedal to the floor and achieve success or be tentative and pull on the parking brake and slowly retreat and decline.
2024-01-21T21:43:35-08:00June 10, 2022|Categories: Customer Service, I've Been Thinking|Tags: , |

Why Value Added Service Matters & an Eco Tour of Catalina

The new driver went over and beyond to make our trip extra special since we had to wait a few hours. He took us to places he doesn't usually go, made sure that we got airport cookies (a "thing" in Catalina) even though the staff already clocked out to catch a ride down the hill (and so gave them to us for free), and generally made it an interesting trip. Value added service mattered!
2023-09-17T15:45:18-07:00February 2, 2022|Categories: Customer Service, I've Been Thinking|Tags: , , |

Achieving Customer Loyalty with Modern ERP & Related Technologies

Every successful client is experiencing rapid growth and changing customer requirements. To support this growth in a scalable, profitable manner, a modern ERP system is not preferred; it is a base requirement. Why Has Modern ERP Become Essential Pre-COVID, although preferred, it was less essential in supporting significant improvement [...]

Harvard Business Review: The Future of Customer Experience in Manufacturing

The pace of change among manufacturers had been increasingly significantly before the pandemic, said Lisa Anderson, president of Claremont, CA base LMA Consulting Group, which specializes in manufacturing and supply chain strategies.

A Fractured Tooth & The Power of the Customer Experience

Well, no doubt about it, when it rains, it pours. I had a tooth ache that lasted about a week, and so I called my dentist. They took an X-ray, and it didn't really show anything; however, when looking with a microscope, they could see the fracture. We had [...]

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