Implementing sound customer service practices not only ‘wow’ your customers, but keep them coming back and referring you to others. Repeat customers come back for service. In today's world, quality must be an assumption; thus, the key is to stand out in the crowd with service. A recent example [...]
Published July 18, 2014 According to today's Wall Street Journal, Amazon is thinking of offering an unlimited reading service - a game changer! Amazon certainly epitomizes innovation as they continue to make waves with Sunday deliveries, the possibility of drones, and now unlimited reading services. According to my new [...]
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 [...]
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! [...]
Success begins and ends with your customers. I recently was the subject of what's called a "member spotlight" Q&A (question and answer) session about my business. Knowing my business centers on the supply chain, my interviewer asked me to draw a picture of a supply chain. It's always a [...]
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 [...]
Engaging your customers creates a customer service edge There has never been a better time to create a customer service edge! Gone are the days of the last decade when we saw examples of 10% sales growth achieved solely by picking up the phone. Customers expect more for less [...]
Customers deserve flexibility in how they receive products and services, e-commerce is a requirement for business success. Are you offering e-commerce options for your customers? If not, you'll be left in the dust! It is no longer an option for companies if success is an objective. E-commerce eliminates time [...]
Published in "The ACA Group" website, November, 2010 Polling my clients and contacts, I've found there's no exception to the rule that customer loyalty is no longer a nice-to-have; instead, it must be an assumption in today's "new normal" business environment. A perfect storm is brewing - just as [...]
With more and more companies struggling to achieve plan, investor's targets, Wall Street expectations, etc, it appears as though companies are cutting costs (many times, focusing much attention on the "small stuff" such as $100 expense reports etc), asking employees to work longer hours and putting together other triage [...]
