Airport security has increased in recent years. The equipment and staff increase the cost of the passage of each traveller. Cost that airlines obviously pass on to their customers. They grumble about rising prices, so airports need to cut costs while maintaining or enhancing security. Automation of some tasks can…
In this article I will explain how to define a value proposition, then how to use a design thinking tool to make sure you meet the needs of your customers. We will always find a problem to fit with the solution What is the value proposition? The value proposition is…
Today, I will illustrate several concepts of operational excellence, as can be seen in application in a fast-food restaurant: Mad Radish. I visited the downtown Ottawa branch. This is a nice example of well used tools. Mad Radish offers a healthy fast food service: salads meals. Standardization and simplification The…
It’s trendy: to survey your customers. I do not know about you, but as far as I’m concerned, there is not a week going on without being asked my opinion. Whether it’s a link on grocery or hardware store receipt, an email from a car rental company, a hotel, my…
The principle of operational excellence is to be good the first time. However, in some situations, it does not work. Processes and tools are never more perfect than the humans who design them. So, how do your customers judge you? Beyond quality, it’s the way you handle their problem that…
Operational excellence is based on several key concepts, which are available in all sectors. In this article, I’m going to explain how Costco Wholesale, the world’s second-largest retailer, is at a peak thanks to operational excellence.
Mid-December, rush of the end of the year, as much at the office as at home. The pressure of psychological deadlines is intense at this moment: everyone wants to deliver for the end of the week, the month, the quarter, the year, or in December, everything happens the same day…
American citizens had recently a choice to make: it is the prerogative of democracy! However, is the choice really desirable in all cases? Is it an added value for our companies or, in the context of the company, for our customers? In this article, I will share some results of…
In our service-dominated economies, the Customer Contact Center (CCC) is gaining momentum. It has become an essential point of interaction and is part of everyday consumer life. Unfortunately, making a phone call to a Customer Contact Center is often experienced as a sinecure: waiting time, expeditious service, complicated menus and…
What’s the difference between added value and customer experience? How do they relate? In this article, I will clarify these two terms.
