PR Newswire: Delivery, Pricing and Sales Support Top List of Three Ways Customer Expectations Changed for Manufacturers and Distributors According to Research


Originally published on PR Newswire on July 15, 2014

CLAREMONT, Calif., July 15, 2014 /PRNewswire/ — Lisa Anderson, president of LMA Consulting Group(SM) and a supply chain management expert, hypothesized that Amazon and companies like Amazon have had an impact on service demands for manufacturers and distributors. In a recent study measuring the “Amazon Effect,” Anderson found that respondents ranked three areas where customer’s expectations have been impacted the most on the past three years, which include: delivery/lead time, price negotiation and comparison, and pre-sale and post-sale service and support.

“For many of us in the manufacturing and distribution industry, these responses didn’t come as a complete surprise,” explains Anderson. “If there is one trend in common with all of my clients, it’s that customers have been demanding more for less – and quicker than ever before. Shortened lead times have become the standard for running a manufacturing or distribution company competitively. Additionally, with the increased use of technology—customers want ordering, pricing and delivery information online, up-to-the-minute and available 24/7—much like Amazon. Without a technology infrastructure that readily communicates sales and service information to your customers, you won’t be able to compete or deliver products cost-effectively. Margins will suffer and profitability will decline. “

Two-thirds of manufacturers and distributors participating in her service gaps research study have reported having to respond to the elevated service standards established by companies like Amazon. Anderson, who recently helped manufacturers and distributors better understand workforce skills gaps and the impact on their operations, is also studying the effect Amazon has on customer expectations and service standards that are quickly becoming the benchmark with which consumers measure company value and whether they will do business with that company. 

The complete Amazon Effect Service Gap report will be available in August. To automatically receive the free report when it is available, register here. To attend the complimentary webinar to learn more about the results and ask questions, sign-up here.

About LMA Consulting Group – Lisa Anderson, MBA, CSCP

Lisa Anderson is a leading expert in selecting & implementing strategic priorities and ranked 16 most influential in supply chain by SAP. Known as “The Manufacturing Connector” Lisa has the unique ability to zero in on the critical strategic priorities and bridge the gap between strategy and execution to achieve dramatically improved service levels, accelerated cash flow and increased profits. With a keen focus on elevating business performance, Lisa is passionate about not only synthesizing strategic priorities that will deliver business results but also in designing an implementation approach that delivers rapid results.

Prior to founding LMA Consulting Group Inc., Lisa was the Vice President of Operations and Supply Chain of PaperPak, Inc. Her twelve-year tenure included transitions and promotions through the company transformation from a $100 million family-owned business, through a merger and acquisition of three businesses into one $350 million dollar global company, followed by a management leveraged buyout in combination with an investment banking group.

A sought-after writer and speaker, Lisa has spoken at the Global Supply Chain & Logistics Summit, the APICS International Conference and as a visiting lecturer at the University of Southern California’s Entrepreneurial Program. Lisa is the author of “Leverage Social Networks Business Results,” has published hundreds of articles and has been quoted in the media including The Wall Street Journal, ABC News and Industry Week.

Lisa serves as an Advisory Board Member for the Advanced Supply Chain Certification program at California State University Fullerton’s Extended Education, is Board approved in Supply Chain strategy by the Society for Advancement in Consulting, is an APICS Certified Supply Chain Professional (CSCP) and won the APICS Southwest District’s Milt Cook Award in 2011.

With a blend of management, finance and operations, Lisa received her MBA with an emphasis in Finance from California State University Fullerton and her BSBA with an emphasis in Operations Management from the University of North Carolina at Chapel Hill.

She has traveled extensively throughout North America, Central America and Europe, including a summer in Oxford when attending the University of North Carolina. Lisa tries to make as many stops as possible at in New Orleans to enjoy a beignet at the Café de Monde. And, in recognition of her extraordinary tenacity to accomplish goals, her colleagues fondly refer to her as “pit terrier.”