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customer experience

Win-Win Focus on the Customer and Costs

As companies are searching for ways to successfully navigate these turbulent times, the best ones are achieving a win-win focus on the customer and costs. Since the pandemic, there has been a heightened awareness of the customer experience as companies struggled with supply chain disruptions, delays, shortages, and the lack of resources.

Does Customer Service Matter: Uber vs Taxis?

Prior to Uber, a medallion (a transferable permit that allows a taxi driver to operate) cost $1 million dollars in New York city. It was a powerful permit with substantial value. After Uber started up, the low point for a medallion was around $25,000. That is a 40-fold reduction [...]

Lisa Anderson, Manufacturing & Supply Chain Expert Publishes Book on SIOP Process

As originally published on CISION PR Newswire on February 16, 2023 CLAREMONT, Calif., February 16, 2023 /PRNewswire/ -- Manufacturing and Supply Chain Expert Lisa Anderson, MBA, CSCP, CLTD, known as the Strongest Link in Your Supply Chain® and President of LMA Consulting Group Inc., has published: SIOP (Sales Inventory Operations [...]

Upgrade CRM Processes & Software to Ensure a Superior Customer Experience

During times of volatility it is of paramount importance to stay in tune with your customers. Otherwise, you could set and execute strategies that are a waste of limited time, money, and resources as conditions evolve. We are seeing a great reset occur. Baby boomer owners of closely-held companies are selling.

ERP & Related Technology to Manage High Complexity with High OTIF Levels

If there is one thing in common with every client (big or small) in the current business environment which is characterized by significant volatility and uncertainty, it is the increased level of complexity of supply chains. As the old saying goes, you are only as strong as your weakest [...]

Applying Lessons Learned from Supply Chain Chaos to Thrive in 2022

Manufacturers and distributors struggled mightily with supply chain disruptions and escalating prices in 2021. The significant risks of the global supply chain were not only exposed but aggravated as clients experienced extended lead times, stock-outs, and increased levels of demand and supply volatility. Clients are increasingly wary of their [...]

Why Value Added Service Matters & an Eco Tour of Catalina

The new driver went over and beyond to make our trip extra special since we had to wait a few hours. He took us to places he doesn't usually go, made sure that we got airport cookies (a "thing" in Catalina) even though the staff already clocked out to catch a ride down the hill (and so gave them to us for free), and generally made it an interesting trip. Value added service mattered!
2023-09-17T15:45:18-07:00February 2, 2022|Categories: Customer Service, I've Been Thinking|Tags: , , |

Harvard Business Review: The Future of Customer Experience in Manufacturing

The pace of change among manufacturers had been increasingly significantly before the pandemic, said Lisa Anderson, president of Claremont, CA base LMA Consulting Group, which specializes in manufacturing and supply chain strategies.

Creating Customer Advocates During Supply Chain Disruption

Significant supply chain disruption is impacting the client revenue and impacting their ability to service customers said Lisa Anderson, president of ASCM Inland Empire Chapter and LMA Consulting Group.

Thriving Post COVID with Technology Advancements

Clients on the fast-track with technology advancements are surpassing the competition during COVID and are likely to speed by them post COVID. This is the topic of a special report I contributed to that was published by Compass magazine "Agility in a crisis: Manufacturers equipped with virtual-experience technologies stepped [...]

2024-02-15T16:42:26-08:00December 1, 2020|Categories: ERP & Technology, Supply Chain Technologies|Tags: , , |
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