Category Archives: Operational Excellence

Communicating with your clients the way THEY want … wait, what?

Phone • Email • Chat What else is there to use in contacting or supporting clients or perspective clients? Phone contact is great, but it is not 24×7 for small business, and often, clients do not recognize a number and will not … Continue reading

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Core Values generate profits for small companies

Most small companies and startups have some form of a mission statement. It is posted (hopefully) and passed in the hall daily by employees who probably cannot recite it fully. Core values, however, that are derived BY THE EMPLOYEES have much … Continue reading

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A case for being small, nimble and innovative. A big company going Forward to the Past

Just tried to make reservations to stay in Yosemite in 2018. In this age of exceptional travel and booking sites, I was very surprised that the site for Yosemite lodging appeared to be from about 2006 in it’s poor performance, … Continue reading

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Baked goods vs. no good

I recently had two service experiences on polar opposites of the spectrum. I have been using a local physical therapy company (Lafayette Physical Therapy) for a post-op recovery regimen.Within a week of my first visit, I received a thank you … Continue reading

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What businesses of all sizes can learn from Amazon.

A colleague was describing his online buying experience with FRYE boots and it wasn’t pretty. The driver for not using Amazon (or in this case Zappos, an Amazon company since 2009), was a particular size was only available from FRYE … Continue reading

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Good Ecommerce has ruined our expectations of mediocrity

Good Ecommerce is now standard practice. Most sites will display products clearly,give us the ability to get the product to our door within a max of 5 working days, depending on our location and ship method. Larger vendors absorb free … Continue reading

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Online vs. offline customer experience at a small business

I just hung up after 7 minutes on hold with an ecommerce company . I was not calling to resolve an issue, but rather to give them money with an order for an item they don’t process online. After being … Continue reading

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The Teflon Employee

You can’t quite put a finger on why you don’t like these folks. They are just affable enough to get along with everyone, but nothing sticks. Nothing extraordinarily good or bad is generated by the Teflon employee. These are folks … Continue reading

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What small businesses can learn (not to do) from Amazon.

I am a huge Amazon fan, like so many others. The customer experience is exceptional. They do everything right .. almost. Two recent stories expose “what not to do” lessons for any business. 1. Don’t piss on your own vendors … Continue reading

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When online Live Chat (as a support channel) goes wrong.

Larger companies use a variety of channels for supporting clients with assistance for sales, support, product questions. Many ecommerce companies push a high volume/low touch approach, where email, twitter and online chat as support dominate their lineup of tools. Smaller … Continue reading

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