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Customer Effort

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, employee engagement and the underlying

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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 Dale Lawrence Even during massive business disruptions, job losses and a shift in your customer’s attention, your business is still moving forward. This is not the time to stop innovating. This is not the time to give up on your customers. Many of your workers are feeling isolated and struggling to be productive and likely have far more discretionary time than ever before. It was been shown that a remote workforce starts their day earlier, can have less distractions during the workday and tends to work later than the traditional office worker. However, in a recent meeting with leaders from different

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By Eric Michrowski The COVID-19 Black Swan event has provided a unique opportunity for brands to demonstrate how they live their values, particularly as it relates to Customers. Some brands have stepped up and demonstrated their customer-centricity in challenging times. Others have tried to pursue profit over Customer loyalty. If history repeats itself, these early actions will have a lasting impact on future profitability. There is no doubt that companies need to manage their finances in order to weather this storm. But those that do that while also taking care of their Customers are most likely to prosper in the future. Let me

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