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Customer Experience

Technologies of Disruption and E-Commerce

I participated on the Amazon Effect: Pass of Play at the Manufacturers' Council of the Inland Empire's Manufacturing Summit.  B.J. Patterson, Dan Vest and I had an interesting discussion about the technologies of disruption.  Certainly Amazon has led the way with several of these....   For example, e-commerce directly correlates [...]

The Amazon Effect is Driving Dramatic Disruption

Earlier today, I participated on a panel discussion with Dan Vest, co-owner of Midpoint Bearing, BJ Patterson, CEO of Pacific Mountain Logistics and Jon Burgess, panel facilitator and VP of RedFusion Media at the Manufacturers Council of the Inland Empire's Manufacturers Summit.  We had a great discussion about the disruption Amazon [...]

Case in Point – The Customer Experience

The Disney Experience Disney understands the customer experience.  I still remember going to the Main Street Electrical Parade when I was a kid and loving every minute.  They do such a great job of the total experience (lights, acting, music, showmanship and more) that it will probably be my [...]

Satisfy Customers First, and Cost Cuts Will Follow

Originally published in CFO Magazine on November 29, 2017 "I have yet to hear of a company vision, mission, or strategy that’s related to cutting costs." Over my 25-plus years as a supply chain and operations professional, I cannot count the number of times a CFO or board of [...]

2021-02-15T15:12:00+00:00January 14, 2018|Categories: Customer Experience, Financial, In The News, Manufacturing, Supply Chain|

Satisfy Customer First, and Cost Cuts Will Follow

Published in CFO Magazine on Nov. 29, 2017 "Think carefully about your real objective. Are you truly interested in cost cuts? For my part, I have yet to hear of a company vision, mission, or strategy that's related to cutting costs. Most likely, there is concern over margins. But [...]

What Do Sears and Amazon Have in Common?

October 10, 2017 Thanks to my client Dan Vest, I read a fascinating article about Sears and Amazon. Who knew Sears and Amazon had so much in common?  Pretty startling!  The Reader's Digest version is as follows:  Sears was the former Amazon just about 100 years ago, growing 50-fold [...]

Amazon Is Going to Australia!

May 24, 2017 Amazon has announced plans to go to Australia in a big way - of course!  This has many Australian retailers unnerved while simultaneously providing Amazon with a new beachhead for its global distribution network. And, it appears as though Amazon might have a supportive regulatory environment [...]

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