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Customer Experience

Smart Succession Planning: Getting Ready for Your Next Move

Succession planning is an opportunity for innovation and creating a positive workplace as you assess the talent you need to grow and sustain your business. Guest Post by: Gayle Lantz What if you lost one of your key employees unexpectedly? Happens all the time. “We really need to get [...]

The Power of Amazon

I've been thinking about the power of Amazon since I facilitated an APICS tour of their San Bernardino 1.2 million square feet facility on Friday. It was quite impressive from several viewpoints: 1) warehouse automation. 2) simplicity 3) how they treat their people. 4) the power of continuous improvement. [...]

6 Process & Systems Trends for Success

Business processes should evolve as the business climate changes by keeping an eye out for emerging trends and finding opportunities to pull ahead of the competition.As the year rapidly comes to a close, it seems an opportune time to discuss systems and process trends. I find that those clients [...]

Leverage Supply Chain Trends for Success

The ability to see supply chain trends and capitalize on them can set you apart from competitors, no matter the size of your company.As the year winds down, it seems an opportune time to discuss supply chain management trends. I find that those clients that pay attention to trends [...]

The Amazon Effect: Critical Importance of Customer Service

Customer service is no longer just a department. A thriving business will pay full attention to all customer points of contact and ensure positive experiences.Companies that create loyal fans of customers thrive and leave the rest in the dust!  This has never been truer than it is in today’s [...]

Amazon & US Postal Service Collaborate for Success

Published September 5, 2014 According to today's Wall Street Journal, Amazon and the US Postal Service are testing a new delivery service for groceries including meat, produce etc. They already partner on Sunday deliveries and are expanding their collaboration efforts to see if this new model can be successful. [...]

The Amazon Effect: Which Came First? Service or Product Offering?

Innovations in service and product delivery have heightened consumer expectations. In a business climate where yesterday’s strategies could dwindle customer satisfaction imaginative, bold ideas are vital.In today’s world, Amazon and mega distributors like Amazon have turned the way consumers purchase on its head!  Who knew Sunday deliveries would be [...]

What can we learn from Amazon with service?

Amazon has led the way with customer service innovations. Companies have to meet and exceed these new standards to impress customers and retain their business.Amazon has certainly made a splash in recent years with out-of-the-box thinking in terms of customer service!  Who thought Sunday deliveries would be possible?  Same-day [...]

The Amazon Effect: Create a Customer Service Edge

Want to stand out from the crowd and provide loyalty-endearing service with rapid turnaround times? Create a customer service edge.There has never been a better time to create a customer service edge! Gone are the days of picking up the phone with easy orders on the other end! Although [...]

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