Monthly Archives: June 2008

Removing Costs That Don’t Add Value: A continuing Wal*Mart competitive advantage

Still Wal*Mart continues to remember one of the keys to how they became the world’s largest retailer and highly profitable as well. Two reasons really:   They have been in touch with their customers. (Sam Walton was famous for spending … Continue reading

Posted in Innovation, process management | Tagged , , , , , | 3 Comments

The “wow” factor

My wife’s Garmin died last week. Well, at least it appeared to have died. Since we are going to Irelandthis week, and planned to bring it with us, I needed to try to resurrect it. It demonstrated all the conditions … Continue reading

Posted in customer satisfaction, customer service | Tagged , , , | Leave a comment