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Customer Experience

Amazon Prime Members Hit 100 Million

April 19, 2018 While sitting in a conference today, I received several updates from Amazon Prime - that my mom's subscription service to a cleaning product would be delivered; that my cat Smokey would be able to eat well this week since his food is 'on the way'; a [...]

The Amazon Effect Remains Hot

Our marketing guru asked whether we should start talking about other topics aside from the Amazon Effect since there are a vast number of key topics occurring in manufacturing and distribution, and she wondered if it was becoming stale (and it's her job to make us look at timely [...]

Transportation Capacity Tight & Rates on the Rise

March 26, 2018 Transportation capacity is tight and rates are on the rise -and it doesn't look like it will change anytime soon! The lack of qualified drivers, tighter enforcement of driver work rules and the dramatic changes brought on by e-commerce are creating challenges for shippers along with [...]

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 [...]

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