It's amazing how much can be learned from the most unusual or obscure situations yet 80% of the time, we miss it! We are not trained to keep our eyes open for examples and trends in everyday life. Trust me, you would not be alone; however, if you can [...]
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 "IndustryWeek" website, December, 2009 The business environment has changed and will not "return to normal"; instead, a "new normal" is emerging. The U.S. and the world economy have been in a recession for at least a year, and the media is starting to discuss a slow recovery. [...]
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 [...]
As the stock market just topped 12,000, it is apparent we are in a recovery. Yet it is far from a traditional recovery - jobless with limited growth. In fact, to most everyday people, it doesn't feel like a recovery. As I've talked with clients and business contacts and [...]
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 [...]
Do these hypothetical situations sound familiar? Acme Company has a large, priority customer called Wylie Company. Acme must service Wylie flawlessly to maintain the contract, so to ensure stock is always available when Wylie needs it, Acme agrees to a guaranteed safety stock level for Wylie. And, Acme ends [...]
Manufacturers can no longer count on customer loyalty, but they can expect customers continued demands for quality products and service. Quality has seemingly fallen out of favor in terms of the number of articles and attention in industry circles; however, it remains a bedrock principle for customer service and [...]
Exceptional customer service and customer relations can make or break your business. A few tips to improve your customer service include: Focus on providing value - know what your customers' value (service, price, features, lead time, etc). How can you be better than everyone else in providing your customer's [...]
The value of customer service might not be clear until it's necessary - after all, it seems like not a big deal to potentially sacrifice a bit of service in order to gain a good discount. How many of us shop for discounts at the store? Or, in a [...]
