909.630.3943

Customer Experience

Is Customer Service Pivotal for Project Success?

Create a work culture where the customer’s needs come first to ensure project management success. In today’s new normal business environment, customer service is pivotal in project management ONLY if you want to ensure success. According to my firm’s recent research report, Amazon Effect, which covered the role of [...]

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 [...]

PR Newswire: 67% of Manufacturers and Distributors Feel Customer Service Gaps When Compared to Amazon-Like Offerings According to Survey Conducted by LMA Consulting Group Inc.

Originally published on PR Newswire on June 17, 2014 CLAREMONT, Calif., June 17, 2014 /PRNewswire/ -- Lisa Anderson, president of LMA Consulting Group and a supply chain management expert, reports that over two-thirds of manufacturers and distributors participating in her service gaps research study have reported having to respond to [...]

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 [...]

The Amazon Effect

Although I've been mentioning the Amazon effect a lot lately, I thought it deserved it's own priority. It's become the phrase that means "exceptional service" (Sunday deliveries, no-hassle refunds), rapid delivery (same day shipping is becoming commonplace) and the latest technology (drones). It syncs up 100% with what I'm [...]

Hot Supply Chain Trends

Noticing hot supply chain trends first is a great way to leverage emerging trends and stay ahead of the competition. An often overlooked secret to success is to be a front-runner in identifying and leveraging emerging trends. Since I work with manufacturers and distributors from small to large and [...]

Go to Top