We all probably (hopefully) feel pretty confident in our products, but how many companies are so confident they’re willing to put their money where their mouth is?
Domino’s Pizza, in the midst of revitalizing their image, has taken an unprecedented step: posting real-time, uncensored user reviews on an electronic billboard in Time Square.… Continued »
In this series of interviews with senior managers, I explore how the supply chain affects total cost of ownership of packaging technology.
Allpax started life as an engineering organization that outsourced its manufacturing. Managers found that outsourcing manufacture of their equipment did not achieve the level of quality and delivery they set themselves.… Continued »
In Part 1 of my interview with Ernie Newell, vice president and general manager of Ossid, a division of Pro Mach, Ernie discussed how relationships with supply chain partners help packaging machine OEMs lower the overall lifecycle cost of a machine.
In Part 2 of this interview, Ernie and I discuss how packaging machine OEMs can work directly with customers to ensure lowest overall maintenance and operating costs.… Continued »
With much of the attention focused on developing high-performance, price competitive packaging machines, what are machinery OEMs doing to lower the maintenance and operating costs of their equipment after the sale? This is the first in a new series of interviews with OEM general managers on striving for lowest total cost of ownership for their customers.… Continued »
They say that to succeed companies must chose what their value proposition will be. Is it to be the low cost leader? The customer service leader? Have the widest selection? Once you pick your value proposition it dictates all your future strategies, tactics, behaviors, etc. One company that excelled at this was Nordstrom.… Continued »
At Pack Expo International 2010 in Chicago, IL, we hosted a ProCustomer Cocktail Party where we invited our key customers and partners to relax and unwind with us as a thank you for working with us.
At the party we were excited to announce our first ever ProCustomer Champions for excellence in customer service.… Continued »
Pack Expo International 2010 starts this Sunday, October 31 and runs through Wednesday, November 3 in Chicago at McCormick Place. Pro Mach and its brands will have a 12,000 square foot island in the South Hall where we’ll be showcasing all our solutions for the packaging industry.
Also at Pack Expo we’ll be offering a first – the ProCustomer Smart Bar (booth S-956) – a place for you to come and ask us anything about packaging machinery.… Continued »
There’s a really thought-provoking post over at the NY Times blog that offers some insights into customer service from Jay Goltz, a small business owner in Chicago. In How to S.A.V.E. Customer Service, he discusses the elements of a great customer service rep:
That last 40% is what he really expounds on and shares a nice acronym on how to SAVE an angry customer:
Following the SAVE methodology can go a long way.… Continued »
Food Engineering magazine just published their 8th Annual Replacement Parts Directory in their August 2010 issue and in it they included a Replacement Parts & Components Survey of food and beverage professionals that has some very good information in it.
Two of the charts stood out to me and offered some really great customer-centric insight into the parts and maintenance process.… Continued »
I’m not talking about babies here, I’m talking about customers. The easiest way to create happy customers? Do what you say you’re going to do.
There’s a catch though – a lot of us don’t say what we’re going to do. That step – setting the expectation level – is what we’re missing.… Continued »
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