Category — Operations
Why Buying Lunch for Your Marketing, Operations, & IT Team Leaders is the Best Money You’ll Ever Spend
Does information and ideas flow freely through your organization? Or, do your departments keep to themselves? If your marketing, operations, and IT departments aren’t working well together, it’s because your corporate culture places a higher value on departmental performance than teamwork.
Everyone knows that teams playing well together win more often. It is little surprise when a team comprised of superstars loses to a less talented squad. The stars tend to put their personal objectives ahead of everything else. Your departmental teams work the same way. Their focus is to keep their group on top. They don’t notice that some of the things they do have a negative effect in other areas.
If you try to resolve the issue with a decree, the knee-jerk reaction is resistance and fear. It increases any animosity in your organization. Since lack of information is the reason that there are challenges, try a different approach. Invite your marketing, operations, and IT team leaders to lunch. [Read more →]
Walking the Talk: When Delivering on the Promise Fails
How well does all of the talk about delivering on the promise convert into real customer experiences? It sounds wonderful in corporate meetings and contributes to great PR, but what happens when customers walk through the door?
Customer relationships are built one experience at a time. It takes many deposits in the trust fund before loyalty appears. One withdrawal due to poor service can remove years of good will. When this happens, it opens the door of opportunity to your competition. [Read more →]
Why Your Website & Order Management System Have to Speak the Same Language (or, How I Ended Up Being a Fool)
Dialects are funny things.
They make two people speaking the same language sound completely different. And, if you aren’t careful, the message is lost is translation. In a social environment, miscommunication can be amusing. In your company’s processes, not so much.
A few years ago, I attended a series of pre-wedding parties in another state. At the outdoor brunch, a lady joined us. When the hostess asked where her husband was, she commented, “I left him in the hearse.” I looked around for reactions. No one seemed surprised by her response except me.
Since I am an avid subscriber to the “it is better to keep you mouth shut and be thought a fool then to open it and remove all doubt” philosophy, I kept my mouth shut. The rest of my day was spent [Read more →]
