Conall

CX Leadership

By Dale Lawrence In today’s environment, where operations need to keep growing capabilities, the Lean methodology will help drive efficiencies, build sustainable growth and ensure your business can scale regardless of the type of operation. The approach is the same whether you have a start-up in the growth phase and straining to scale effectively or a back-office support team that is overwhelmed with sudden volume. Going back to the fundamentals of Lean as the toolkit will help you identify the gap and provide ways to improve. During COVID, the need for Lean is even more important. Focus on the operations as a

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By Dale Lawrence Often, organizations focus on either culture or customer experience or operational excellence as independent activities without seeing that they all are interrelated. In fact, the customer doesn't really care about the company culture or the operational success but will feel the impacts from both. When it is time for the customer to reflect on their loyalty and determine if they with re-purchase, their decision will be based on the overall historical relationship and interactions. In effect, whether their needs were met with the least customer effort. The company must see the customer journey, the employee engagement and the

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By Dale Lawrence Operational leaders, over the past five months of COVID-19, have mostly focused on managing costs, making decisions on difficult layoffs and furloughs while trying to convince their customers to purchase goods and services. This has been a balancing act, but the customer likely has taken a back seat to the other operational needs. In a number of areas, the customer’s experience has been forgotten. Some overall thoughts: • Business customers are also living through the same challenges. They are watching their spending, managing their costs and asking their own customers to buy. This is what happens in the interconnected business

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By Julia Borges Purchasing a vehicle is always a big deal. From deciding between various vehicle options to filling out all necessary paperwork, it can certainly cause a fair amount of anxiety for customers. Financing or leasing a car has always been viewed as a long, tedious process with many steps that will most likely keep customers there for the majority of their day – and in some cases, can even take multiple days. Even before the COVID-19 pandemic, this process was seen as cumbersome and time-consuming; but with the new social distancing regulations and increased level of worry, potential customers are

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By Eric Johnson There are increasing indications that the pressure of the current state of lockdown parameters are creating anxieties and a push by affected citizens to re-open businesses and organizations, at least to a certain degree. Organizations are approaching this with the idea that demand to a certain extent may increase due to the pent-up nature of the economy looking to restart. While this may depend on the particular goods and services offered, all organizations can benefit from specific approaches during this period of potential customer return.Over-protect employeesEmployees are the first component of the business that management should be concerned with.

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By Dale Lawrence Many organizations have been forced to increase their logistics to keep up with the sudden increase to online customer orders. Self-isolation during COVID-19 has caused significant problems for the economy. Businesses were not ready. This is a real challenge as: • While online ordering and order fulfilment capabilities had increased in the last decade, the majority of businesses still relied on their bricks and mortar operations; • The historical organizational hierarchy and structure reinforced the operational silos that were needed for the pre-pandemic business, not for a disruption; • Not every product that the business produced is in demand equally; • Many consumers

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