I think we tend to forget that the most critical element in creating a great customer service experience is giving your people the power to make a great customer service experience.
Read it again this…
It floored me today to read in the PMMI 2009 Customer Attitudes & Behaviors survey that the number one attribute customers look for in an OEM, in addition to the packaging machine, is spare parts…
Three years ago I interviewed the operations and quality manager at the nation’s oldest continuously operating brewery for an article I was writing on robotics for Packaging World magazine. The brewery used robots to automate…
Stick with me here, because I’m going to be talking about baby monitors. But I promise I’ll use the example to make a point.
Before we had our first child we researched a lot of…
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The Remarkable Communication Blog has a fantastic article on 50 Things Your Customers Wish You Knew – every point is written from a customer’s perspective, which is a viewpoint we could all stand to take…
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Recently, Pat Reynolds, VP/Editor of Packaging World magazine, got to sit down with Mark Anderson, CEO of Pro Mach, to discuss ProCustomer. Click on the video below to see the interview.
Our thanks to Packaging…
The world loves an early adopter, but it’s looking like early adopters of the new Google Nexus One phone aren’t feeling the love from Google. Google launched the Nexus One on January 5 of this…
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The 2009 Customer Attitudes & Behaviors study from PMMI, www.pmmi.org, has detailed the most desired attributes of packaging machinery manufacturers according to the end users interviewed for the study. Of the top 6 attributes, three…
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In 1983, on his second day on the job, the new CEO of a company gathered his people and said:
“Tomorrow when you come to work, you do not work for me or for a
…
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A customer called us recently to say the machine we installed a month prior had run smoothly at peak throughput and then suddenly started having real problems. We rushed out a service technician and within…
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