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Blogroll
Monthly Archives: December 2012
Lucy, you got some ‘splainin’ to do…
An article last week in the NY Times noted that “electric cars [are] sparking little buyer interest.” The article noted that most consumers are misinformed about electric cars in two ways that are negatively impacting sales: Consumers are unaware that … Continue reading
New Year’s Predictions: Part 3 (Final)
In honor of the coming new year and people’s propensity to make predictions for the new year, I thought I would post some past predictions. Here is the third and final “batch:” “Stocks have reached what looks like a permanently … Continue reading
New Year’s Predictions: Part 2
In honor of the coming new year and people’s propensity to make predictions for the new year, I thought I would post some past predictions over the next few days. Here is the second “batch:” “The wireless music box has … Continue reading
New Year’s Predictions Part 1
In honor of the coming new year and people’s propensity to make predictions for the new year, I thought I would post some past predictions over the next few days. Here is the first “batch:” “We will never reach the moon … Continue reading
How process management can elevate the value of Marketing
Business Process Management (BPM) is well accepted practice on the supply chain side of most businesses. However, supply chain improvement is only likely to get you parity with the best practices in your industry because great companies have been focused … Continue reading
Posted in process management
Tagged BPM, business process management, Demand chain, marketing process
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Thinking outside the box by focusing on the outcome
Children find solutions to problems by not being constrained by what they believe are the boundary conditions to a solution. Innovators are often people who see solutions by looking elsewhere. We call that “out of the box thinking.” Big ideas … Continue reading
Posted in airlines, customer service, process management
Tagged airlines, customer service, process, thinking outside the box
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Services as a devious customer retention tactic
OK, not really devious. A business I’m familiar with had to change its primary checking account from one bank to another this week. That, by itself, is pretty easy. But this original bank had offered (as I believe almost all … Continue reading
Customer service as a revenue center
Traditionally you can view customer service as either a cost center or a profit center. If you treat it as a cost center, you’ll try and minimize costs, and likely make customers unhappy as a result. If you view it … Continue reading
